witness 7.3

Issue 2 September, 2005 1

Using the System Administration Pages

This chapter describes how to use the System Administration web pages to maintain, update, and monitor your system.


2 Witness ContactStore for Communication Manager System Administration Help

System Administration overviewThe Witness ContactStore recording system includes an administration application that is accessible only to specified administrators. Use the pages in this web application to maintain, update, and monitor the system. The following screen shows the introductory page of the application.

The left-hand navigation pane on each page provides access to the following key areas:

● System Settings. Use these pages to view and change the license applied to your system, the configuration of the Witness ContactStore server, how it interacts with your Communication Manager.

● Security. Use this page to control which calls can be replayed by whom, and who can administer the system.

● Port Allocations. Use these pages allow you to specify how each recording/replay mode operates and which ports are allocated to each of the available recording or replay modes.

● Status. Use these pages to monitor the current and past state of the server, the status of individual ports, and the peak usage of the system, both today and since the usage counters were last reset.

The links shown at the left-hand side of the System Administration pages may vary slightly from those shown in the figures here. Entries that are not applicable to your system, for example, those that relate to recording or replay modes for which you have no licenses, are not shown.

Recorder and Central Replay ServerContactStore servers can be deployed as independent standalone recorders or as multiple recorders that send call details to a consolidated database.

● Where a recorder is deployed alone or with other independent recorders, both Replay and administrator rights can be assigned on each of recorder.

● Where a Replay server is deployed with 2 or more recorders, it allows Search and Replay of calls for all the recorders to which it is connected. For recording administration tasks, each recorder is accessed individually. Search and Replay user accounts are administered only on the Central Replay Server.

There are differences in the functionality of the eWare/Contact Viewer application and the ContactStore Central Replay Server approach. You should refer to the eWare and Contact Viewer documentation for full descriptions of these products.

System Administration overview


The Recorder Server Administration page

A Witness ContactStore that is acting as a "recorder" stores call details and audio locally. It also provides the Search and Replay application for users who want to review them.

The left-hand navigation pane of the System Administration page shows a link to the Search and Replay page. It also shows links for the System Settings, Security, Port Allocation and Status functions for which you have licenses.

More than one recorder can exist in the same enterprise. However, these servers do not share information about calls (if they are not communicating with a Replay server). To find a call, the user must search on the appropriate recorder in the enterprise or configure the recorders to copy their call details into a central eWare database or Central Replay Server ContactStore.

The Central Replay Server Administration page

The Central Replay Server provides a consolidated Search and Replay application for 2 or more recorders. It is configured for this purpose by way of its license key.

The left-hand navigation pane of the System Administration page on a Witness ContactStore acting as a Central Replay Server shows a link to the Search and Replay page.

It also shows links to System Settings, Security, Port Allocation, and Status functions. This view is different from the recorder System Administration page in the following ways:

● It does not show most Recording Settings on the Server page.

● It does not show Port Allocation pages for recording modes or Live monitor mode.

Key pointsBefore using the System Administration pages, you should familiarize yourself with the following key points.

Invalid settings

Any of the system's settings that are known to be invalid are shown in red. Use the information in this guide to change the settings to valid values. If you change a setting, but submit an invalid entry, a message indicates the reason that the entry is rejected and you are prompted to re-enter it. To quit without changing a parameter, click on the Close Window link.



Alarms and events

If the link to the Alarms and Events page is shown in red, it means that at least one alarm has been raised and has not yet been cleared. Click on the link to see the new alarms.

< Previous and Next > links

At the bottom right of some pages you will find links which guide you through the main configuration pages in the same order that they are shown in the left-hand navigation bar.

Show All links

At the top of all search results (except those on the Alarms page) that span more than more page, the Show All link appears next to the page selection tags. When you click this link, all the search results are presented on single scrollable page.

Page at a Time

At the top of all search results (except those on the Alarms page) that are scrollable, the Page at a Time link appears. When you click this link, the search results are presented on multiple pages (instead of a single scrollable page).

Impact of changes

When you change a setting, the window into which you enter the new setting explains the meaning of that setting and the consequences of changing it. Some changes cause currently active recordings to be terminated. For example, if you change the name of the Communication Manager, you are prompted to restart Witness ContactStore so that the change can take effect.

Administrators have replay rights

If you are logged in under an administrator’s account, the left-hand pane provides a link to the Search and Replay page. The Search and Replay page contains a similar link at the top left so that you can move back to the System Administration pages with a single click.

The Witness ContactStore properties file

This file is used to configure the underlying behavior of the Witness ContactStore. If you want to enable any of the features which use this properties file for configuration, you must open the file in a Linux editor and change it. If the file does not exist and you want to use a configuration that involves adding a line to it, you must create the properties file in this location:

/opt/witness/properties/cscm.properties

System Administration overview


Restarting services from the console

To stop the Witness ContactStore service, enter:

service cscm stop

To start the service, enter:

service cscm start

As of 7.3, the JMX-based CMAPI 2.1 service is installed. This service is restarted with the Witness ContactStore service.

Accessing the System Administration pagesTo access the System Administration pages:

1. Open a Mozilla or Internet Explorer browser window.

2. Enter the IP address or name of port 8080 on your Witness ContactStore server, for example: http://myContactStore:8080

Tip:Tip: Add this URL to your Favorites list for easy access.

The login page is displayed.

3. Enter your Username and Password. The password is case-sensitive.

Note:Note: The Search and Replay application supports replay via the telephone

handset. If one or more ports on the recorder is licensed for and assigned to the Phone Replay Ports pool, then the login page includes a Telephone Number field. Enter a telephone number on which you can be reached. If you do not enter a number, the recordings will replay via the soundcard.

4. Click OK.

! Important:! Important:Important: If you have just installed the server and no administrator accounts have

been created yet, you are granted access with any username and any password. You are then directed to the Change Password page and forced to set a non-blank password. It is very important that you configure your administrator accounts as soon as you have installed your software.



Setting and changing the System Administration passwordWhen your account is created, it will have a blank password. You are automatically redirected to the page shown below and asked to change the password. You should change your password regularly.

To change the password, follow these steps:

1. Select the link shown at the top right of any administration page.

The Change Password prompt is displayed.

2. Enter your Old Password.

3. Enter your New Password.

4. Enter the new password again to Confirm New Password.

5. Click OK.

Once you are authenticated, you are redirected to the Introduction page.

When a Central Replay Server is deployed, it is still possible to access each recorder directly for Search and Replay as a fallback measure when the Central Replay Server is unavailable. Port Allocation on a Replay server does provide a central resource for Telephone Replay, if licensed for this function.

System Settings


System SettingsUse the System Settings pages to view and change a number of system-wide settings as detailed in the following sections.

License SettingsThe License Settings page shows your system's License Generation Key, System Serial Number and installed license options.

Server SettingsWhile the previous page showed what you are entitled to record, the Server page determines how the Witness ContactStore server operates. Settings are split into two groups:

● Those affecting the storage of recordings and details about them.

● Those used to allow sending of alarms and events via email.

On a Central Replay Server, the settings that affect storage are restricted to the DVD+RW and Retain call details for (months) ones.

Each setting is described below in the order in which they are listed on screen.Optional Internal DVD+RW Drive - This setting shows the path of the DVD+RW drive being used to archive calls. This setting is typically /dev/cdrom if you have replaced the supplied CD drive with a DVD+RW drive (or /dev/cdrom1 if you have added the DVD+RW drive, leaving the CD drive in place).

To check that you have the right path, type "eject" followed by the path and, if the path is correct, the drive opens. If you do not have such a drive, or do not want to use it for recording archival, leave it blank. It then shows as Not defined.

! WARNING:WARNING: You must reboot the server after setting this field, so Contactstore can use

the drive.

Start DVD+RW volume labels with - Each DVD+RW media to which calls are written is given a unique label. These are sequentially numbered and start with the string specified here. The setting defaults to Calls but can be set to any string of up to 5 characters. This field is short so that a 4-digit sequence number can be appended to it.



If you only have a single Witness ContactStore server, you can leave this at the default. If you have more than one Witness ContactStore server in your enterprise, verify that each has a different string set for this label root, so the media that each system produces can be clearly distinguished.

If you change this setting while a DVD is being written, the system will stop writing to that disk. Insert a new one, which will be labeled with the new name. The sequence numbers after the name will continue to increase rather than be reset to 0000.Maximum total call duration (hours) - To avoid having ports hang permanently, Witness ContactStore will reset a port that has been continuously recording or playing a file for this many hours. Set this to a value that you can be sure will not occur for a real call - typically just longer than any one person would ever be present on a shift.

Maximum recording segment duration (mins) - To avoid having an unfeasibly long call, create an unmanageably long recording file, the Witness ContactStore imposes an upper limit on the duration of a call. Beyond that point, it cuts the call into segments of this length. A typical value for call centers is 120 minutes. This is the default; however, if your switch regularly handles longer calls, increase this value. When a call of such long duration does occur, the time taken to compress it may be noticeable to other users whose recordings complete just after it. Their recording will not be compressed and playable until this one has been compressed.

Time between Beeps - You can set the time (in seconds) between successive beeps. This interval is applied to any recording mode for which you have the beep tone setting enabled. You may need to adjust this interval to comply with local regulations. You can set times between 1 second and 1 hour.

Retain call details for (months) - At some point, the size of the call details database will become either unmanageable or will fill the available disk space. Specify, in months, how long call detail records are retained before they are purged from the system. This ensures that the database stabilizes at a finite size. Purging is carried out at, or shortly after, midnight each night and does not impact recording or replay.

Add VDN number as additional "owner" of calls - This setting determines whether or not to include the VDN number (if present) as an additional “owner” of the recording. Set to Yes if you want to control access to recordings by VDN as well as, or instead of, by station and agent number. If set, this applies to all recording modes that record incoming calls directly. (It does not apply to Meeting or On Demand modes.)

Central Replay Server - This setting shows the server name or IP address of the Central Replay Server to which this recorder sends its call details. Set this parameter if you are using multiple ContactStore servers and have licensed one of those as a Replay server. Once this setting is implemented, the recorder queues call details to send to the Replay server. However, it does not start sending them until the recorder service is stopped and restarted.SMTP Mail "From" Address - Set the name from which alarm email messages originate, for example, [email protected].

System Settings


SMTP Mail Server - Enter the name of the SMTP mail server on which you have established an email account that the Witness ContactStore can use to send email messages regarding alarms and events. If you leave this blank, the system will not send email messages when alarms occur; if you leave this setting blank, you can leave the remaining settings on this page blank.

SMTP Username - Leave this blank unless your SMTP server requires that any sender be authenticated (most do). If required, set the username of the SMTP account here.

SMTP Password - Leave this blank unless your SMTP server requires that any sender be authenticated first (most do). If required, set the password of the SMTP account here. The password is masked when entered in this field.

Send alarm/event email to - Specify the email address to which alarm and event messages should sent. Separate multiple addresses with a semi-colon (;). The email recipient can be a local system administrator, a manned help-desk and/or suppliers' support desks if you have a support agreement that includes this facility. The system sends an email message each time an alarm occurs or is cleared. It also sends an email once per day as a "heartbeat" to let you know it is still operating. Failure to receive the daily heartbeat message should be investigated; it could indicate that the server has failed. Note that emails are only sent every 10 minutes.

Confirm that you are receiving emails correctly after you make any changes to these settings.

SNMP Read Community - The name of the community that the Network Management system must supply. For security reasons, you can enter any name in this field except "public" or "private".



Communication Manager SettingsUse the Communication Manager Settings page to specify those settings that enable Witness ContactStore to contact and interact with the switch.

The settings are described below in the order in which they appear on the screen.

Default Avaya Communication Manager Name - This entry is used differently, depending on the version of Communication Manager that you are running:

● If you are using Avaya Communication 2.x, enter the IP node name of the Avaya Communication Manager (CLAN or Procr) as a default for softphone registration for Witness ContactStore and for DAPI connection.

● If you are using Avaya Communication Manager 3.0, this address is used as a default for softphone registrations only because AE Services automatically provides a DAPI link over any available C-LAN from the switch.

If the node name of the Communication Manager is entered in your Domain Name Server's tables, enter its node name rather than the full numerical address as shown here.

You may need to enter a fully qualified name such as commmgr.mycompany.com. For an S8300, this is the name of the "procr", but for other switches it is the C-LAN board's IP name.

! Important:! Important:Important: You must restart the Witness ContactStore server to have this setting take

effect.

You can force softphones to register with a different C-LAN than the default above by using the Advanced link in the port range entry form. Using this feature, you can register more softphones on one recorder than a C-LAN can accommodate.

Communication Manager Version - Select the version of Communication Manager that your switch uses.

● If you are upgrading the Witness ContactStore, the version is set to 2.x by default.

● If you are installing a new Witness ContactStore server, the version is set to 3.x by default.

When the 2.x option is selected, the Witness ContactStore runs on the CMAPI 2.1 platform. (In previous releases, Witness ContactStore ran on the CMAPI 2.0 platform.) When running in version 3.x mode, Witness ContactStore requires a separate AE Services platform which provides CMAPI to it.

When you are upgrading a Communication Manager to which a Witness ContactStore currently connects, you must install AE Services before you upgrading the server. Follow these steps to minimize risk of downtime:

1. Upgrade the Witness ContactStore server to 7.3 and set it for CM 2.x compatibility.

System Settings


2. Install AE Services

3. Upgrade Communication Manager setting to 3.x

AE Server Address(es) - (Required for enterprises using Communication Manager 3.0 only.) The IP address of the Avaya Application Enablement Server on which the Communication Manager API is running. If you want to specify backup servers, add these addresses in the Address field. Delimit the list of IP addresses with a semicolon. If the first address in the list is unavailable, Witness ContactStore attempts to establish a connection with the next server specified in the list.

CMAPI User Name - The user name that Witness ContactStore uses to log in to the Communication Manager API.

CMAPI Password - The password that Witness ContactStore uses to log in to the Communication Manager API.

IP Station Security Code - Communication Manager requires that the IP softphones register using a security code. The code you enter must match the code entered for ALL the stations that have been designated on Communication Manager for Witness ContactStore to use. This field entry is masked for security purposes.

Extensions Assigned to Witness ContactStore - This line shows how many stations are assigned to the Witness ContactStore in the list below.

Unassigned Capacity - This line shows how many stations you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional stations to the Witness ContactStore before running out of available Witness ContactStore port licenses. This value only refers to the Witness ContactStore’s own licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Port Range(s) - Each softphone on the Witness ContactStore that is used to record a call must be allocated a station number on the Communication Manager. Ideally, you should choose a single, contiguous range of station numbers that you can assign to the Witness ContactStore's ports.

However, if you are going to use multiple C-LANs or if your numbering plan is almost full, you can choose multiple ranges to collect enough stations for the recorder. To make subsequent administration as easy as possible, assign sufficient stations to handle your entire licensed capacity, even if you do not intend to allocate all of these ports immediately.

To add a port range

1. Click on Add Port Range at the bottom left.

2. Enter a port range.

To edit a port range,

1. Click on the Edit link in the right hand column.

2. Change lowest or highest port number or both.



To delete the port ranges assigned:

1. Click the checkbox in the Select column for each station range to delete.

2. Click on the Delete selected port(s) link.

Note:Note: You cannot delete any port range that currently has stations within it

assigned to any of the recording modes.

! Important:! Important:Important: Set these port ranges up correctly before proceeding to the subsequent

pages on which you allocate the stations to the various recording and replay tasks.

To specify a Standby Recorder for a range of ports:

1. Enter a port range.

2. Click on the Advanced link.

3. Enter the Standby Recorder Serial Number (available from the Standby Recorder’s license page) that should take over these ports.

4. Click Enter.

To override the primary C-LAN:

1. Split your softphone range into two or more ranges.

2. Enter the range that you would like to put on an alternate C-LAN.

3. Click the Advanced link in the port range entry form.

4. Enter the C-LAN/Processor IP Address.

5. Click Enter.

On the Communication Manager Settings page, any softphones registered to a node name other than that shown at the top of the page show the alternate address in the Port Detail listing.

To enter the address of a standby C-LAN:

1. Delimit the list with a semicolon

2. Add the IP address(es) of the backup C-LAN board(s) which Witness ContactStore would use in a failover situation.

To force a range of softphones back to the primary C-LAN:

1. Delete the text in C-LAN/Processor IP Address2. Click Enter.

System Settings


! Important:! Important:Important: Since the C-LAN address is only used when registering a softphone on

startup, if you change the C-LAN address of a softphone that has already successfully registered, it does not re-register to the new address until you reset it, the recording service, or the server.



Security The Security section includes only one link, Users. Use the User Security page to add new users, delete existing users and modify users' details, such as access rights, administrator rights, or the password.

! Important:! Important:Important: The System Administration application will run for anyone if there is no user

defined with administrator rights. To avoid locking yourself out of the system by accident, first create a user record for each administrator you need, then add search and replay only users.

If you are using a Central Replay Server, add user accounts for those who want to search and play recording to the Replay Server and add only administrator accounts to the recorders.

Creating a new user accountTo create a new user account:

1. Click on Add User at the bottom left to add one or more additional user accounts.

2. Enter a Username. When a user is created, the account is initially given a blank password and the user is automatically redirected to the Change Password form the first time they log in. Users are implicitly given replay rights to calls whose owner equals their username.

Note:Note: When a monitor dials in to a Live Monitor port, the port number (or agent

number they are logged in as) is looked up in the user list. To grant a monitor rights to listen to one or more stations, you must make a user profile with a numerical username (the number of the station from which they are calling) and give that user replay rights to the stations that they need to monitor. If the monitor is calling from an outside line, you use the ANI (or European CLI) number as the username for their profile.

3. Check the User is an Administrator box to assign that user administrator rights.

4. Use the Comment textbox to enter the full name and/or job title or other identifying information that will help you to administer the user's account.

Security


5. Optional. In the text area labeled Is allowed to replay calls owned by these stations, enter the list of stations or agents that this user is to be allowed to search for and replay.

An owner is either a station number (1 to 9 digits long) or an alphanumeric string of up to 9 characters

You can enter a comma-separated list of individual station or agent numbers and/or hyphen (-) separated ranges. Some typical examples are:

● 4000-4019-user can replay calls owned by any agent in the range 4000-4019. This is a typical entry for a supervisor in a call center in which agent ranges are assigned to teams.

● 4000,4003,4010-4019,4124-4128-mixture of ranges and individual numbers. This is a typical "real-world" scenario for a supervisor in a call center where the originally assigned numbering plan has been added to over the years.

● 1000,1100-1199,sales,accounts,3256-mixture of range, individual number, and alphanumeric strings. Alphanumeric strings are forced to lower case and all searches look for lowercase strings.

● 1000-9999-blanket coverage of all 4-digit station/agent numbers. This is a typical entry for a senior manager with search and replay rights over all recordings.

Tip:Tip: If you have several users with the same replay rights, you can select the text

in this area and right-click to copy it to the clipboard. You can then paste it into the next account, saving a lot of typing and potential for error.

6. To quit without changing the account definition, click Close Window.

To save the account definition and keep the window open to create additional user accounts, click Enter and Stay Open.

To save the account definition and close the window, click Enter and Close.

Note:Note: The Search and Replay application supports replay by way of the telephone

handset. If one or more ports on the recorder or the Central Replay Server is licensed for and assigned to the Phone Replay Ports pool, the login page for users entitled to replay calls displays a field for a telephone number at which they can be reached. If they do not enter a number, the browser replays calls by way of the soundcard.

Windows authentication

To create an account that corresponds with an existing Windows account:

1. Click on Add User.

2. Specify the user name in Windows format: include the domain and user name in the Username field and use a backslash to separate the components.



Note:Note: When this user logs in, the Change Password and Logout links do not

appear on the pages that he sees.

3. Assign replay and access rights as before.

Note:Note: The Reset password checkbox has no effect on Windows authenticated

user accounts.

Editing an existing user accountTo edit an existing account:

1. Click on the Edit link next to the user's entry in the list.

2. Alter the user's administrator rights, comment and/or replay rights.

3. You can change any of the fields except the user's name. To change this, you must delete and re-enter the user's details as this field is used as the unique key in the database.

To reset a user's password for any reason, check the box marked Reset Password and instruct the user to log in promptly, as this function wipes out the old password. The user does not have to enter a password on the login page, but she is prompted to enter and confirm a new one.

4. Click Enter and Close to save the changes.

Click Close Window to quit without changing the account definition.

Deleting a user accountTo delete one or more user's account(s):

1. Click the checkbox in the Select column for each user that you want to delete.

2. Click the Delete selected user(s) link.

You cannot delete the last administrator account once you have set one up. You must enter a new administrator account before you can delete the (previously only) other.

Port Allocations


Port AllocationsThe System Administration application includes a page for each of the different types of ports that you have licensed and can configure. If you are not using one or more of the available modes, ignore that page; by default, no ports are assigned to that mode.

Note:Note: The System Administration application on a Central Replay Server does not

include pages for recording modes.

Each port allocation page is similar in structure. On each page, the top table summarizes any settings that impact how this recording or replay mode behaves and shows the overall number of ports allocated and available.

The next section describes elements common to most port allocation pages.

Common fields on port allocation pagesThere are several parameters that need to be set for each of the recording modes. The following sections describe these parameters.

Apply Beep Tone within Witness ContactStore

All recording modes have an Apply Beep Tone within Witness ContactStore option, which determines whether or not a periodic tone is applied to the call. Some states and countries require that both parties on a call be made aware that the call is being recorded. One way to do this is to apply a tone to the line. Note, however, that most telephone users are unaware of the significance of this tone and may, in fact, regard it as a fault.

There are more effective means of informing the user that the call is being recorded. For example, you can inform users on advertising and in contract literature or play a recorded announcement before the call is connected. Check the legal position in your jurisdiction and apply the appropriate settings.

Configure the interval between beep tones on the Server page; the setting applies to all recording modes.

See the discussions of how each recording mode works in Chapter 1 of this guide to determine whether or not you need to turn on this warning tone within the Witness ContactStore. In most cases, it is recommended that you set this option to No and use the other mechanisms described there. (This recommendation is particularly relevant to Conferenced mode in which using beep tone requires a timeslot per recording.)



Port(s) and station(s)

Once initially commissioned, configuration of the Witness ContactStore on a day-to-day basis largely consists of changing what is being recorded and by which ports on the recorder. You do this by specifying the following:

● Port numbers that are assigned on the Communication Manager for use by the Witness ContactStore

● Port numbers that are assigned from within this set to each of the shared recording modes (On Demand, Meeting, Quality, Unify/Externally Controlled (Conferenced), Replay and Live Monitor modes)

● Station numbers that are recorded in Station Bulk, Station Executive, or Unify/Externally Controlled (Service Observe) Recording modes.

You can more easily administer port and station numbers that are in contiguous number ranges, since you can enter the range rather than individual numbers. For example, entering "4000-4099" is much easier to enter than 100 different numbers. Typically, though, you need to enter some contiguous ranges and some individual port numbers.

Each set of ports is referred to as a "pool" and is configured on the appropriate page of the administration application by entering one or more port ranges.

As you enter port numbers, keep in mind the following:

● A range can be a single number or a set of contiguously numbered ports or stations.

● Within a Communication Manager system, it is possible to have port or station numbers that have one or more leading zeros. It is therefore important that you enter any leading zeros. The start and end ports in any port range must have the same number of digits even if some of these are leading zeros.

● The lowest and highest port numbers in a range must have the same number of digits. Hence if you have some 4 and some 5-digit ports, you must enter these as two separate ranges.

Entering a port or station range

To enter a port or station range:

1. Click the Add port range or Add station range link.

2. To enter a single port or station, type the number in the top text box.

● To enter a range, type the number of the first port or station in the range into the top text box and the final port or station in the range into the second text box.

3. Add a Comment (optional). For pooled modes, you can use this field to name a range of ports. For this application of the comment field, you are advised to include the hunt group number that you assign to a range of ports. The text you enter appears in status reports and warning messages as labels for the specified range. For more information about pooled modes, please refer to Using pooled port modes below.

Port Allocations


4. To quit without entering the port numbers, click Close Window.

To enter the port numbers and keep the window open to specify additional port numbers, click Enter and Stay Open.

To enter the port numbers and close the window, click Enter and Close.

Port ranges are checked for consistency with other ranges and with license conditions as they are entered. If an entry is invalid, a message indicating the error is displayed; you can change the information as necessary.

Editing port or station rangesYou can either change or delete the port or station ranges as listed.

You can change the following fields without interrupting any recordings that may be active on the port(s) affected:

● Comment

● Prompt User in...

● Warning Level

● Recording Owner

● VDN recording rules

Some changes require that the softphone be reset and hence active recordings will be truncated. These are:

● C-LAN address

● Standby Recorder Serial Number

● Any change to the number of ports in the range

● Any change to the port numbers in the range

Deletion terminates any recording activity on a deleted port.

To edit a port or station range:

1. In the row of the port range that you want to edit, click on the Edit link.

2. Edit the port range in the port entry form.

3. Click the Enter link.

To delete ranges:

1. Click the checkbox in the Select column for each port range that you want to delete.

2. Click on the Delete selected port range(s) link.



Advanced port settingsTo implement advanced port settings on a range:

1. Add or edit a port range.

2. Click the Advanced link.

3. Enter data in the advanced fields.

4. To quit without saving the settings, click Close Window.

To enter the port numbers and keep the window open to specify additional port numbers, click Enter and Stay Open.

To enter the port numbers and close the window, click Enter and Close.

Using hunt groups

If you use On Demand Recording, Meeting Recording, or Live Monitor modes, you can group the ports dedicated to these modes into one or more hunt groups for each mode. Assigning the ports to hunt groups enables you to access the recording/monitoring functionality through the number of the hunt group rather through individual ports. The Communication Manager automatically selects an available port.

How many hunt groups you need and which ports you assign to them depends on the solution you want to provide. For example, you can assign all ports for On Demand Recording and Meeting Recording into a hunt group to implement a "first come, first served" strategy.

You can also assign ports to individuals to ensure that a port is available for them.

To enable a user to access On Demand Recording easily from a port, Avaya recommends that you combine On Demand Recording with the "One-Step Recording via Audix" Communication Manager feature. When using this feature, enter the hunt group with the On Demand Recording lines as the parameter for the Audix-rec feature button you want to assign to the user's station.

For more information, consult "One-Step Recording via Audix" in Chapter 21, Features and technical reference in Volume 3 of the Administrator’s Guide for Avaya Communication Manager.

For more information about hunt groups, consult "Managing Hunt Groups" in Chapter 7, "Handling incoming calls" in Volume 1 of the Administrator's Guide for Avaya Communication Manager.

! Important:! Important:Important: Verify that the ports allocated to the hunt group(s) match those allocated to

the corresponding recording mode on the Witness ContactStore System Administration pages.

Port Allocations


Using pooled port modes

If you use On Demand Recording, Meeting Recording, Unify/Externally Controlled (Conferenced), Phone Replay, or Live Monitor, you can manage each range of ports dedicated to a recording mode separately. For example, if you assign two ranges of ports to Meeting Recording, you can use one for English speakers and one for French speakers.

You can also track usage of individual hunt groups. You could, for example, set up two different On Demand pools, one for a particular department on one hunt group and one for everyone else on another hunt group. You can track the status of these pools through the Status pages.

For each port range assigned to a mode, you can view activity for that port range in the System Overview and Peak Activity pages.

Audio format

For most recording modes, you can opt to record directly in G.729A or to use G.711 codecs and have Witness ContactStore compress the recording to G.726. (Meeting Recording does not present this option.)When you are using G.711 mode for recording, you should provide a 100Mbps full-duplex switched ethernet path between the first NIC card on the Witness ContactStore and the Communication Manager.When using G.729A, follow Avaya's guidelines for the bandwidth, quality and latency requirements on this link. Treat the Witness ContactStore as a bank of IP softphones using G.729A codecs and 60ms packet intervals. Using this packet interval approximately halves the bandwidth requirements since fewer, larger payload packets are sent. These are much more efficient than the typical 20ms packets that are required for high quality, echo-free conversation. The longer round-trip delay does not impact recording and you can save significant bandwidth.In addition to the link between Communication Manager and Witness ContactStore, a second NIC card on the Witness ContactStore should be connected to the corporate network over which users will access the system by a 100Mbps full-duplex switched ethernet connection.

Note:Note: Changing the Audio format setting forces the softphones to stop any

current recording and re-register. Make this change out of hours or confirm that all ports are idle first to avoid truncating any active recordings.



On Demand RecordingUse the On Demand Recording page to view and edit the current configuration for this recording mode. This type of recording uses a shared pool of ports on the Witness ContactStore and each of these requires a full-time recording port license.


Apply Beep Tone within Witness ContactStore - This setting determines whether or not a periodic tone is applied to the call. The default is No. For more information about setting this option, please refer to the earlier section "Apply Beep Tone within Witness ContactStore."

Audio format - Choose whether to record directly in G.729A or use G.711 codecs and have Witness ContactStore compress the recording to G.726. For more information about setting this option, please refer to the earlier section "Audio format."

Stop recording if the call drops to just one other party - If checked, any call that has more than two parties (the port, the original caller, and other parties) is dropped when the number of parties drop again to two.

Ports Configured - This line shows how many ports that you have allocated for the recording mode on the Witness ContactStore.

Unassigned Capacity - This line shows how many ports you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional ports to the Witness ContactStore before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Port(s) - Select the ports to assign to this recording mode. For complete instructions on assigning ports, please refer to the earlier section "Port(s) and station(s)."

You must also ensure that:

● The Avaya Communication Manager is configured accordingly with each of the ports in the range(s) specified here being placed into an appropriately numbered hunt group.

● Your users are made aware of this hunt group number and/or have a key set up on their phones to access it via an Audix-rec button as described below.

Advanced port settings - The following Advanced settings can be configured for a port range:

● Standby Recorder Serial Number: Specify the serial number of the standby recorder that provides backup services for this range of ports or stations. (Intended for ESS or

Port Allocations


LSP standby configurations that use partitioned standby.) Leave this field blank if you have no standby or a single standby recorder. It is only required for systems where multiple standby recorders each take over a part of the load during failover.

● Warn when free port count falls BELOW: Configures Witness ContactStore to issue a warning that a pool is running short of available capacity. The warning message identifies the pool of ports using the “Comment” field (or the port number range if no comment was entered).

● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that placed the call to the port. Use this setting to override this default. For example, if you are configuring a pool of ports for use by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric string or a number. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

Using the Audix-rec feature with On Demand Recording

The Audix-rec feature gives single button access to On Demand recording. To use it, put the feature on an available button and configure its extension number to that of the hunt group to which your On Demand recording ports are assigned, NOT the Audix hunt group for which it was originally designed.

For more information on administering these buttons, please refer to the Administrator's Guide for Avaya Communication Manager, Volume 1, Chapter 4 - Managing phone features.

When using the Audix-rec feature, keep in mind:

● The recording beep tone can only be applied by the Communication Manager, not by the Witness ContactStore.

● The user pressing the button will not hear the beep tone.

● Calls recorded using this feature are only indexed with the party that pressed the button, not the other party on the call.



Meeting RecordingUse the Meeting Recording page to view and edit the current configuration for Meeting Recording mode. This type of recording appears as one or more shared "pools" of ports on the Witness ContactStore and each of these ports requires a full-time recording port license.

You can split the pool of ports used into any number of different hunt groups, simply by entering them as separate port ranges here and configuring them as hunt groups on the Communication Manager. This may be useful if you have different user populations of this recording mode. Since it is a shared mode, it may be important that users in one area, such as management, cannot block other users, such as team leaders, from accessing some ports. You can give each group of users a different hunt group number and assign the ports to each hunt group in the appropriate numbers.

Consider dedicating a Meeting Recording port to each specific meeting room, such as the Board Room, so that recording is always available from that room. To dedicate a port, leave that port number out of the hunt group; configure the phone in that room to dial the specific port.


Apply Beep Tone within Witness ContactStore - The default setting is No. If you use the recording mode when others are dialed in to the meeting, it may be appropriate to turn it on, or insist that users always notify those present that the meeting is being recorded.

Stop recording if the call drops to just one other party - If checked, any call that has more than two parties (the port, the original caller, and other parties) is dropped when the number of parties drop again to two. If there are never more than two parties on the call, as is often the case in Meeting recording, it is not terminated by this option.


Unassigned Capacity - This line shows how many more ports you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional ports to the Witness ContactStore before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Port(s) - Specify which ports out of the overall pool (previously assigned on the Communication Manager page) to use for this recording mode. See the earlier section on "Port(s) and station(s)" for details on adding and removing ports.

You must also be sure:

Port Allocations


● That the Communication Manager itself is properly configured with each of the ports in the range(s) specified here being placed into an appropriately numbered hunt group.

● That your users are aware of these hunt group numbers and have a speed-dial key set up on their phones to access them. You can add a shortcut key to the meeting pool to conference phones in meeting rooms or provide instructions on or next to the phones.

Advanced port settings - The following Advanced settings can be configured for a port range:

● Standby Recorder Serial Number: Specify the serial number of standby recorder that provides backup services for this range of ports or stations. (Intended for ESS or LSP standby configurations that use partitioned standby.) Leave this field blank if you have no standby or a single standby recorder. It is only required for systems where multiple standby recorders each take over a part of the load during failover.


● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that placed the call to the port. Use this setting to override this default. For example, if you are configuring a pool of ports for use by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric string or a number. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

Tip:Tip: On Meeting Recording ports, a user can also enter a list of owners manually

using the dial pad.

● Prompt Users In: Sets the language for spoken prompts. You should configure a hunt group to correspond with each range of ports that uses a different language.

If the language you require is not offered, select Customer defined prompts and provide your own set of prompts. These files are located at /opt/witness/wav and are called:

● welcome_custom.wav● owners_custom.wav● recording_custom.wav● help_custom.wav

You can replace these four files with your own recordings. Listen to the corresponding file in a language you understand (for example, welcome_english.wav) and record the equivalent messages in your own languages.



! WARNING:WARNING: You must use the same G.711 mu-law encoding that the supplied files use.

Station Bulk RecordingUse the Station Bulk Recording page to view and edit the current configuration for Station Bulk Recording mode. Unlike the previous recording modes, this type of recording dedicates a port on the Witness ContactStore to each station that is to have all its calls recorded. Each station "targeted" by this recording mode requires a full-time recording port license. You do not need to specify which ports Witness ContactStore should use to perform the recording; simply list the stations that you want to record. The system chooses appropriate ports from those otherwise unassigned on the Witness ContactStore.




Delete Recording by entering - Click the Edit link to set the digit string that the user can dial to delete current recording.

When the delete command is issued, call segments from the past 24 hours with the same UCID and owner as the deleted call are also deleted from the local database and the audio (.wav) and details (.xml) files removed from the hard disk.

If you enable this option, be sure to inform the users of the selected string.

When choosing the string for this command, consider the following:

● A very short string, such as *, can be entered by accident.

● A longer string is more difficult to remember and enter.

Consider using the alphanumeric equivalent for a digit key, for example, **D is really **3 but D for delete is easier to remember.

To disable this option, set this parameter to an empty string. The setting on the screen is displayed as Not Defined and the feature is disabled.

The Central Replay Server does not support call deletion. Since audio files are stored on the local recorder hard drive, the .wav file is deleted when the command is given, but the call detail record remains on the Central Replay Server. So, the deleted calls can be searched for but not replayed.

Port Allocations


Record calls that do NOT have a VDN number? - Click the Edit link to set this rule that controls whether calls that do not have a Vector Directory Number (VDN) are recorded on Station Bulk ports.

This rule can be overridden at the station level in the Advanced station settings.

Filter calls by VDN and/or Skill Hunt Group? - Click the Edit link to set this rule. If you want to control whether or not to record on the basis of a call's VDN number or the agent’s skills group, you can select one of the following options:

● Record all calls that have a VDN number

● Record only those that are on specific VDNs or skill hunt groups. You can specify one or several VDNs, skill groups, or ranges.

● Record only those that do NOT come in on specific VDN or skill hunt groups. You can specify one or several VDNs, skill groups, or ranges.


Ports Configured - This line shows how many ports that you have allocated for the recording mode on the Witness ContactStore

Unassigned Capacity - This line shows how many more stations that you can record before using up your total licensed capacity. If this line shows a number greater than zero, you can record that many additional stations before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Station(s) - Specify the stations that you want to record. The system determines which ports on the Witness ContactStore do the recording. It does this so that the impact of changes is minimal, leaving previously assigned ports untouched if possible so that updates to configurations can be done during business hours rather than having to wait for close of business.

See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. With Station Bulk Recording, you typically add individual stations rather than ranges.

! Important:! Important:Important: Witness ContactStore picks the ports to use for this mode; if you add ports to

any of the other modes you might be choosing ports that are already being used for this mode. As you do so, the Station Bulk (and Station Executive) ports may need to be reassigned to other, still available, ports. If in doubt, use the Port Details page to see which ports are being used and whether or not they are busy.



Advanced station settings - The following Advanced settings can be configured for a station range:


● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that is being recorded. Use this setting to override this default. For example, these stations are used by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric strings or a numbers. Each string or number can be up to 9 characters or digits or combination of the two. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

● Record calls that do NOT have a VDN number? Controls whether calls that do not have a Vector Directory Number (VDN) or skill hunt groups are recorded on the specified stations. You can choose to follow the rules defined in the Setup table or to override for these stations.

● Filter calls by VDN and/or Skill Hunt Group? Controls whether calls that have a Vector Directory Number (VDN) or skill hunt group are recorded on the specified stations. You can choose to follow the rules defined in the Setup table or to override for these stations.

! Important:! Important:Important: Be sure to enter VDN numbers or skill hunt groups, not station or agent

numbers, in this section of the Advanced station entry form.

Port Allocations


Station Executive RecordingUse the Station Executive Recording page to view or change the current configuration for this recording mode. As with Station Bulk Recording, this type of recording dedicates a port on the Witness ContactStore to each station that is to have the option of retaining a recording of each call. This recording mode requires the same level of resource to be dedicated in the Witness ContactStore. However, because users obtain lower value and there is a lower load imposed on the Witness ContactStore server, each station "targeted" by this recording mode requires only a part-time recording port license.




Retain Recording by entering - Click the Edit link to set the digit string that the user can dial to retain the current recording. Normally, the recording is deleted by default as soon as the user ends the call, but entering the Retain digit string during the course of the call prompts Witness ContactStore to retain the recording

If you enable this option, be sure to inform the users of the selected string.

When choosing the string for this command, consider the following:

● A very short string, such as *, can be entered by accident.

● A longer string is more difficult to remember and enter.

Consider using the alphanumeric equivalent for a digit key, for example, **R is actually **7 but R for retain is easier to remember.

Optionally, you can configure Witness ContactStore, so a user can enter the Retain string within a certain period after a call is ended.

To implement this configuration, you must add the following lines to the properties file in /opt/witness/properties/cscm.properties:

execmode.deletedelaymins=NN

NN is a number of minutes that the user has to call the "retain" number after the call ends.

execmode.retainnumber=NNNNN

NNNNN is the station number of one of the softphones on Witness ContactStore that is dedicated to receiving Retain commands after hang up.



If you set these properties, call segments recorded in Station Executive mode are not deleted until the time specified has elapsed after the end of that recording segment. A retain command entered during or after the recording ends (within the specified period) preserves these calls.

When you calculate an appropriate value for this delay, consider the following:

● You want to maximize the chance of retaining all segments of a call that the Station Executive user chooses to Retain.

● You should minimize the time in which unwanted or unauthorized recordings are available for replay.

The Retain command applies only to the most recent call on a station. So, if a call is placed on hold and a consultation call is made, this consultation call is now the most recent. Calling the retain number when the previous call is still on hold results in the consultation call being retained. However, if the user resumes the held call, hangs up, then dials the retain number, the original (and final) call is retained. In this case, the segment before the call was placed on hold is retained, as long as it ended less than NN minutes before the retain command was given.


Unassigned Capacity - This line shows how many more stations that you can record before using up your total licensed capacity. If this line shows a number greater than zero, you can record that many additional stations before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Station(s) - Specify which stations are to be recorded. The system determines which softphones on the Witness ContactStore do the recording. It does this so that the impact of changes is minimal, leaving previously assigned ports untouched if possible so that updates to configurations can be done during business hours rather than having to wait for close of business.

See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. In this case, you are more likely to be adding individual ports than ranges.

! Important:! Important:Important: Witness ContactStore picks the ports to use for this mode; if you add ports

to any of the other modes you might be choosing ports that are already being used for this mode. As you do so, the Station Executive (and Station Bulk) ports may need to be reassigned to other, still available, ports. If in doubt, use the Port Details page to see which ports are being used and whether or not they are busy.

Port Allocations


Advanced station settings - The following Advanced settings can be configured for a station range:


● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that is being recorded. Use this setting to override this default. For example, if these stations are used by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric string or a numbers. Each string or number can be up to 9 characters or digits or a combination of the two. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

ConferencedUse the Conferenced page to view or change the current configuration for this recording mode.

This type of recording uses single-step conferencing in "listen only" mode to record calls (unless beep tone is activated). It offers an alternative to Station Bulk and Unify for rules-based recording. Instead of DAPI, this mode uses Avaya CT (extra cost option) to track call activity and control recording. This difference makes it possible for Witness ContactStore to fulfill "trunk-side" and "extension-side" requirements.

Recording is triggered by rules that can be applied to three types of "target" addresses: Agent IDs, skill hunt groups, stations, or VDNs. Unlike Station Bulk which dedicates a port for each station, this mode observes activities on specified addresses and dedicates a port only when it decides a call needs to be recorded. You do not need specify which ports Witness ContactStore should use to perform the recording. The system chooses appropriate ports from those otherwise unassigned on the Witness ContactStore. However, you do need to specify how many ports you want dedicated to this mode.

This number limits how many concurrent recordings you can have in Conferenced mode. The limitation on concurrent recording affects another feature that is unique to this mode: the ability to make multiple recordings of the same call. Because each independent recording uses a port, this option has the potential to quickly use up the pool and consume media resources. If you want to conserve resources, you can keep to the default option (which does not allow multiple recordings of the same call) and Witness ContactStore



makes a "combined recording" of the call. The address which triggers the recording determines the recording rules which are applied to it.

The call details stored for a recording made in conferenced mode are different from details stored in other modes. If the same call is recorded by both Conferenced and Station Bulk modes, more call details are stored for the recording made in Station Bulk. For example, trunk group is stored for the Station Bulk recording but not for the Conferenced one.



Note:Note: If you allow multiple recordings and have beep tone enabled on the

recorder, you will hear more “beeps” when multiple recordings are being made. Each recording port will be transmitting its beep-tone independently.

Audio format. Choose whether to record directly in G.729A or use G.711 codecs and have ContactStore compress the recording to G.726. For more information about setting this option, please refer to the earlier section "Audio format."

Allow multiple recordings - Controls whether a single, “combined” recording – the default and highly recommended option – of each call or multiple recordings of the same call are required if more than one address on the call is targeted for recording. If you allow multiple recordings, more switch resources may be required to accommodate recording of a single call, as each independent recording requires a port. There is a maximum of 6 parties on one call, so the more recording ports present (an extra port is required for each recording and is a party on the call), the lower the number of actual parties allowed.

Note:Note: The multiple recordings feature does work in an environment where one

Witness ContactStore is acting as a controller for others.

Record calls that do NOT have a VDN number? - Click the Edit link to set this rule that controls whether calls that do not have a Vector Directory Number (VDN) are recorded on Conferenced addresses.





Port Allocations




Maximum concurrent recordings - Sets the number of ports on this recorder that can be assigned to this recording mode. This pool is used on a first come first served basis. It determines the maximum concurrent number of recordings that can be made by this recording mode as a whole. (When additional recorders are used as slaves, their ports are available in addition to this local pool.)

Warn when free port count falls BELOW - Configures Witness ContactStore to issue a warning that a pool is running short of available capacity.

Agent Skill Group(s) to Observe - The skill hunt group numbers, delimited by semicolons, that you want Witness ContactStore to observe. Enter the number for hunt group(s) that are monitored for agent logon/logoff events. The current location of an agent is determined by observing logon/logoff activity for the skill hunt group(s) that the agents are in. You must ensure that the list of skill groups given here is sufficient to include at least one of the skill groups for every agent that may be recorded. These numbers are required if Witness ContactStore must record on the basis of one or more Agent IDs or if calls are tagged with agent details and station details.

VDNs to Observe - The VDN numbers or ranges, delimited by semicolons, that you want Witness ContactStore to observe. Enter the numbers for the VDN ranges used on the switch. In all other recording modes, calls are tagged with VDN (or “Service”) name and number through the DAPI information link which is part of CMAPI. In this recording mode, however, JTAPI services (provided by Avaya CT) are used instead. To identify the VDN associated with a call, the recorder establishes "observers" on each VDN number in this range.

Avaya CT Server(s) - Sets the server name(s) for the Avaya CT server(s). List the names of the PC servers running Avaya CT and which provide the services listed in the following field.

Avaya CT Service Identifier(s) - Sets the switch name and version for your local CT service. The service name field allows a semi-colon separated list of Avaya CT service names that are attempted in order if the first one fails. Witness ContactStore remains connected to a specific service until the service fails or until the recorder is restarted. If the recorder is restarted, it attempts to connect to the first server on the list again then proceeds down the list. (A Standby recorder starts with the second entry in the list, but a primary recorder starts trying the first entry).

Avaya CT Service Login ID - Sets the login ID that Witness ContactStore uses to connect with the service. All services listed in Avaya CT Services must have the same Login ID.



Avaya CT Service password - Set the password that Witness ContactStore uses to connect with the service. All services listed in Avaya CT Services must have the same password.

Ports Configured - This line shows how many ports that you have allocated for the recording mode on the Witness ContactStore. It equals the number of concurrent recordings (set above).

Unassigned Capacity - This line shows how many more ports you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional ports to the Witness ContactStore before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Addresses - Specify the addresses that are to be recorded. These can be single stations, agents, skill hunt groups, VDNs or ranges of these. You should use only one of these four address types instead of mixing the types. You can specify numbers that have not yet been assigned. For example, if your agent identifiers are all in the range of 7400 to 7450, you can use the range 7400-7500, even though not all these numbers have been assigned. However, when you use unassigned addresses, you should limit the number of assigned ones. (For example, you would not use the range 7000-7999.) The recorder starts and recovers from network outages more quickly if you do not require it to look for each unassigned address on startup.

Note:Note: If you use VDNs or skill hunt groups, you must use the Recording Trigger

and Continue recording until the end of call options in Advanced settings. (This option is checked by default and should be left on.)

Advanced address settings - The following Advanced settings can be configured for a station range:

● Standby Recorder Serial Number: Specify the serial number of standby recorder that provides backup services for this range of addresses. (Intended for ESS or LSP standby configurations that use partitioned standby.) Leave this field blank if you have no standby or a single standby recorder. It is only required for systems where multiple standby recorders each take over a part of the load during failover.

● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the address that is being recorded. Use this setting to override this default. For example, if these addresses are used by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different addresses, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric string or a numbers. Each string or number can be up to 9 characters or digits or a combination of

Port Allocations


the two. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

● Record calls that do NOT have a VDN number? Controls whether calls that do not have a Vector Directory Number (VDN) or skill hunt groups are recorded on the specified addresses. You can choose to follow the rules defined in the Setup table or to override for these addresses.

● Filter calls by VDN and/or Skill Hunt Group? Controls whether calls that have a Vector Directory Number (VDN) or skill hunt group are recorded on the specified addresses. You can choose to follow the rules defined in the Setup table or to override for these addresses.

! Important:! Important:Important: Be sure to enter VDN numbers or skill hunt groups, not station or agent

numbers, in this section of the Advanced entry form.

● Trigger recording on alert: If checked (default), recording is triggered when a call rings at the address specified. If you are recording VDNs, you must use this setting because a VDN can never actually answer a call. If you use this option with Agents or Stations, Witness ContactStore catches and records calls that are directed at that station/agent but picked up by another agent/station on, for example, group-pick-up, bridged line appearance or diversion. If you uncheck this box, calls that ring this address are only recorded if they are actually connected to the address specified, not just because they rang it.

● Continue recording until the end of call: If checked (default), calls are recorded until only one other party is left on the call. If this box is unchecked, the recording stops when the addresses that triggered the recording have left the call.

Note:Note: You must not use this setting if you are using VDN addresses because these

types of addresses are never actually connected to the call. If you use this option with VDNs, recording terminates immediately. You can use it with Station and Agent addresses.

Advanced Settings and "combined" recording

When you do not use the Allow Multiple Recordings, Conferenced mode makes only one recording of a call, even if the call can trigger multiple address rules. The first rule that is triggered determines the Advanced settings that are applied to the recording.

For example, if a call arrives on a VDN that is to be recorded, this rule triggers and recording starts. The Advanced settings for this VDN recording specify that the call is to be recorded to the end of the call.

At the same time, if the call is answered by an agent that is also set to be recorded, the Advanced settings for the recording of this agent are ignored because those associated with the VDN address have already been applied. Although the Advanced settings



associated with this agent specify that calls should only be recorded till the agent drops off the call, this rule is ignored and the call is recorded until it terminates.

Quality for Communication Manager PortsThe Quality for Communication Manager Ports page is available if you have purchased one or more Witness Quality recording port licenses. On this page, specify the settings required for Witness ContactStore to interact with one or more Witness Quality for Communication Manager Servers and which ports on the Witness ContactStore are used for this interaction. This type of recording uses a shared "pool" of ports on Witness ContactStore and each of these requires a Witness Quality recording port license.


Apply Beep Tone within ContactStore. Select whether or not to apply beep tone within ContactStore. For more information about setting this option, please refer to the earlier section "Apply Beep Tone within Witness ContactStore."

Audio format. Choose whether to record directly in G.729A or use G.711 codecs and have Witness ContactStore compress the recording to G.726. For more information about setting this option, please refer to the earlier section "Audio format."

! Important:! Important:Important: If you are performing Witness Quality recordings on ports that are also being

recorded in other modes, you must configure these modes to use the same codec.

URL(s) of Quality server(s) to connect to - Specify the IP node names and port numbers of the ContactStore interface socket on the Witness Quality server(s). Delimit the list with semicolons. For example, quality1.bigco.com:1415;quality2.bigco.com:1415. Witness ContactStore then accepts instructions from Witness Quality servers by way of these sockets. It attempts to connect to each server that is listed in this field.

Username/Password for file-share on Quality server - Recordings made under the control of a Quality server are only held temporarily on Witness ContactStore's disk and, as the call completes, are copied onto a file share on the Quality server. This share is protected by a username and password. Enter that username and password here so that the recorder can write recordings to and read recordings from the share.

Note:Note: When you use more than one Witness Quality server, you must use the

same username and password on each one.


Port Allocations


Unassigned Capacity - This line shows how many ports you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional ports to the Witness ContactStore before running out of available Witness ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Port(s) - See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. For this type of recording, you typically add a single range of ports. List the total pool of ports. The Witness Quality server configuration determines how many of these ports are used for recording and how many for replay of recordings.

Unify or Externally Controlled PortsThe Unify or Externally Controlled Ports page is only available if you have purchased an Enterprise Server license. On this page, specify the settings required for Witness ContactStore to interact with Unify or other external server(s) and which recording ports on the Witness ContactStore are used for this interaction.


Apply Beep Tone from Within ContactStore - Select whether or not to apply beep tone within Witness ContactStore. The default is No; it can only be used when G.711 recording is selected. For more information about setting this option, please refer to the earlier section "Apply Beep Tone within Witness ContactStore."

Audio format - While you can select either G.711 or G.729A for externally controlled ports, G.729A is recommended and is required for high volume recording (more than 120 ports per ContactStore). For more information about setting this option, please refer to the earlier section "Audio format."

URL(s) of Unify/External Control port(s) to connect to - Specify the IP node names and port numbers of the ContactStore interface socket(s) on the Unify or external server(s). Delimit the list with semicolons. For example, unify.bigco.com:1414;external.bigco.com:1414. Witness ContactStore accepts instructions from the Unify or another type of server by way of this socket. It attempts to connect to each server that is listed in this field.

Record Calls Using - Use this option to specify the way in which Witness ContactStore interacts with Unify or other external controller.

● If you select Service Observe, you must specify the set of stations to be recorded; Witness ContactStore will establish a Service Observe against each of them. Unify or the external server notifies the Witness ContactStore to start and stop recording. The



external server can be configured to provide additional tagging with other information about the call.

● If you select Single-step Conference, Unify or the external server must control the switch and conference a port into each call to record. In this case, the ContactStore does not track which port is being recorded. The external server must provide most of the call information.

Record calls that do NOT have a VDN number? - Click the Edit link to set this rule that controls whether calls that do not have a Vector Directory Number (VDN) are recorded on Conferenced addresses.







Port(s) or Stations(s) - See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. For this type of recording, you typically add a single range of ports.

Advanced port settings - The following Advanced settings can be configured for a port range when you have configured the Record Calls Using setting with the Single-step Conference option:



● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that placed the call to the port. Use this setting to override this default. For example, if you are configuring a pool of ports for use by the human resources department, you may find it more convenient to have all such

Port Allocations


recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric string or a number. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

The following Advanced settings can be configured for a station range when you have configured the Record Calls Using setting with Service Observe option:

● Standby Recorder Serial Number: Specify the serial number standby recorder that provides backup services for this range of ports or stations. (Intended for ESS or LSP standby configurations that use partitioned standby.)

● Recording owner: Normally, calls recorded on these ports are marked as being "owned" by the station or agent number that is being recorded. Use this setting to override this default. For example, these stations are used by the human resources department, you may find it more convenient to have all such recordings owned by "hr" rather than several different station numbers, as would be the case if you left the default ownership in place. You can then control access to all of these recordings by assigning replay rights over "hr" to those users entitled to play them. You can enter an alphanumeric strings or a numbers. Each string or number can be up to 9 characters or digits or combination of the two. Leading zeroes, if entered, are significant and are retained. All characters are stored in lowercase, so replay rights are applied case insensitively.

● Record calls that do NOT have a VDN number? Controls whether calls that do not have a Vector Directory Number (VDN) are recorded on the specified stations. You can choose to follow the rules defined in the Setup table or to override for these stations.

● Filter calls by VDN and/or Skill Hunt Group? Controls whether calls that have a Vector Directory Number (VDN) or skill hunt group are recorded on the specified addresses. You can choose to follow the rules defined in the Setup table or to override for these addresses.

! Important:! Important:Important: Be sure to enter VDN or skill hunt group numbers, not station or agent

numbers, in this section of the Advanced station entry form.

Phone Replay PortsThe Phone Replay Ports page is only available if you have purchased one or more telephone replay port licenses.

If you are using a Central Replay Server, it can be licensed and configured for Telephone Replay ports. Therefore, it can provide a central resource for telephone replay in an enterprise where multiple recorders exist.





Unassigned Capacity - This line shows how many ports you can assign before using up your total licensed capacity. If this line shows a number greater than zero, you can assign that many additional ports to the ContactStore before running out of available ContactStore port licenses. This value only refers to the licenses; it does not indicate that the Communication Manager has a corresponding number of IP softphone licenses installed.

Port(s) - Enter the range of softphones that you want to assign to telephone replay. See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. For Replay, you typically add a single range of ports.

Advanced port settings - The following Advanced setting can be configured for a port range:



Live Monitor PortsThe Live Monitor Ports are activated by a license key that is acquired separately from other port licenses.

If you want to use this feature, you must setup specialized user profiles on the User Security page. The username in each security profile must match the station number that the caller rings in from uses or the Automatic Number Identification (ANI) if the monitor is calling from an outside line or another switch.

Each profile must have a username that matches the stations number that the monitor uses or the ANI number, if the monitor is calling from an outside line.


Audio format - The phone call you make into the live monitor port must be set up for the same audio format that comes in on the recording port. Choose G.729A or G.711 codecs.

Port Allocations


For more information about this setting for recording modes, please refer to the earlier section "Audio format."

! Important:! Important:Important: You MUST configure the Live Monitor ports to use the same codec that is

being used to record the ports to be monitored.

Port(s) - Enter the range of softphones that you want to assign to Live Monitor. See the earlier section on "Port(s) and station(s)" for details on adding or removing port ranges from the lower table. For Live Monitor, you typically add a single range of ports.

Note:Note: You may want to configure a hunt group on the switch to include all of these

live monitor ports; this configuration makes them accessible through the single hunt group number on a "first come, first served" basis.

Advanced port settings - The following Advanced port setting can be configured for a port range:





StatusThese pages show how the system is currently performing or has performed.

Alarms and EventsThe Alarms and Events page shows system warnings, alarms and events. Alarms are logged to ContactStore's database and held for a month before being purged.The controls at the top of the page allow you to view:● Only those events that you have not previously cleared● All alarm and events, including those which are cleared● Alarms and events above a selected severity level.

Use the links above and below the table to refresh the page and to clear some or all alarms.

Note:Note: As long as you have set up mail account information on the Server page, an

email message detailing alarms and events will be sent to the address(es) listed there.

Refer to Appendix B, "Alarms," for a list of alarms and events that may be generated and what to do about them.

Viewing alarms and events

The default on the page is to show all alarms and events that have not yet been cleared; you can see any new or outstanding issues on first viewing the page.

To change the set of events shown:

1. Click on the check box and/or radio button to specify your preferences.

2. Click on the Refresh link above or below the table.

Clearing specific events

As each alarm or event is generated, it is initially active.

To clear an individual alarm or event:

1. Click the check box to the left of the event.

2. Click the Clear selected events link.

Status


Clearing all events

Be careful using the Clear all events link. Acknowledging an alarm without consciously noting its details may lead to system problems being "hidden" without your knowledge.

Refer to Appendix B, "Alarms," for a list of alarms and events that may be generated and what to do about them.



System OverviewThe System Overview page shows summary information about the current state of the ContactStore server.The first table on the page shows the following information:

Call Information Link to Communication Manager - Some call tagging information is provided by an internal Avaya link between Communication Manager API and the Communication Manager. This link must be UP for calls to be correctly annotated.

If the ContactStore is connected to other components, such as eWare, Unify, or Quality for Communication Manager, the status of each of these links will also be shown and should be UP.

Current DVD media - This entry is listed only if you have configured a DVD+RW drive for archiving on the Server page. Use this entry to confirm that the DVD drive has sensed, and is using, a valid disk. Use this value to label the current disk. Disks are sequentially numbered; you can label the next one prior to inserting it. If the system is not writing to a valid disk, it will show one of the following values:

● Foreign if it cannot use or recognize the disk inserted

● Old if a previously closed disk has been reinserted

● Empty if there is no disk in the drive.

In all such cases, insert a new or the latest partially filled disk so archiving can continue.Free Space on current DVD media - A value is only listed if you have configured a DVD+RW drive for archiving on the Server page. Use this value to determine when to change the DVD media. A blank media shows 4.0GB free space.

Total call segments recorded to date - This value shows the total number of call segments that have been recorded by the system to date.

Total call segments recorded today - Use this value to confirm that recordings are being made today. If you have restarted the server today, this will show the number of call segments recorded since that restart.

Date of oldest call held on disk - Until your disk has filled for the first time, monitor the available space on the drive until you have confirmed that the rate at which space is being consumed is in line with your predictions. You should be able to estimate when the disk will fill and when the first calls recorded will be deleted to make way for new calls. Once the disk has started to "wrap" and calls are being deleted daily, use this figure to monitor the online retrieval capacity. If the figure starts to fall, your disk space is being used more rapidly than before; the recording volumes are increasing, so you may need to expand the disk capacity before the duration of calls it can hold falls below your minimum requirement.

Status


Port Usage Summary

The second table on the page shows summary information about the current state of various port pools on the ContactStore. Only those modes to which you have assigned softphones are listed in the table. The first rows of the table show the number and percentage of ports in each of the states for each of the types of recording. The final line shows the overall figure for all recording modes.The possible states are:Faulty. These ports are incorrectly configured or have experienced an error. These ports will be reregistered two seconds after the initial problem, in an attempt to recover them. If the problem persists, they will back-off, doubling the time between retries until this reaches 1 minute. They will continue to try to reregister once a minute.Starting. These ports are registering or queuing to register with the Communication Manager API.Idle.These ports have registered successfully but are on-hook and not in use.Setup. These ports are off-hook and are:● Attempting to establish a Service Observe session● Placing or answering a call● Receiving instructions from the caller, for example, with Meeting recording or Live

Monitor

! Important:! Important:Important: A port used for Station Bulk or Station Executive recording that stays in the

Setup state indicates that Service Observe cannot be established on the target station. The station may not be configured to allow Service Observe or another station may already be observing it. Recording is not possible in either case.

Connected. These ports have either established a service observe connection, but the port being observed is idle, or are replay ports that have placed a call but are not currently playing a file.

Active. These ports are:

● Recording ports that are recording a call

● Replay ports that are actively playing a file

● Live Monitor ports that are connected to a station

Links

Eject DVD - This link is displayed only if you have configured a DVD+RW drive for archiving on the Server page. Click to eject the DVD disc from the DVD+RW drive and preserve the disk for future archiving.



Backup Database and then Eject - This link is displayed only if you have configured a DVD+RW drive for archiving on the Server page. Click to close the recording session on the DVD disk, preventing any additional archiving to the disk, and to eject the DVD disc from the DVD+RW drive.

Status


Port StatesThe Port States page shows the current state of each port on the ContactStore server.

The columns show how that port is configured and its current state.

To update the page, select the Refresh link.

To reset an individual port, select the Reset link to the right of the port. This action stops any current recording on that port.

To force a reset on all ports in quick succession, select the Reset All link at the upper left.

The Recorded Station column for ports in On Demand and Meeting modes shows the port number that invoked the on demand recording and the owner of the meeting recording. (It shows the first one entered if multiple owners were specified at the start of the meeting recording). Conferenced mode ports show multiple addresses if more than one address rule has triggered a combined recording.



Peak ActivityWhile the System Overview and Port States pages show current activity; the Peak Activity page shows the peak level of activity that has occurred.

The columns show the number of ports available for each mode and then the maximum number and percentage that have been used:

● Since midnight that day.

● Since the monitoring period was last reset.

To reset this monitoring period, select the Restart Peak Activity Counts link. For example, if your business has a weekly cycle, you may want to reset the monitoring period once a week.

Use this table to predict when to expand your recording pools or to identify under-utilized modes whose ports may be reallocated to more heavily used modes. For more detail of contention and "busy" events on the hunt groups associated with the pooled recording modes, use the Communication Manager's call detail recording tools. These tools may be useful if, for example, you are required to provide 98% availability of Meeting Recording ports.

Status


Audit TrailThe Audit Trail page shows administrator and user actions over a specific period of time. The default reporting period is the current day. You can also filter this report according to Event Type and Username.

To generate a report for a different period, enter the date range in the calendar controls, and click Refresh.

The Audit Trail functions track the following user actions:

● Successful user logins

● Failed user logins

● Password changes (though the actual password is not stored, for security reasons)

● End user searches on the database

● Replay requests

● Live Monitor requests

It also tracks all administrator actions which affect recording.

Note:Note: An edit of a port range is logged as a deletion followed by an addition.

The Detail column includes the SQL statement used in searching for calls. It also uses the internal name of a setting rather than the user-friendly, localized name.

Each report is restricted to a maximum of 1000 records. You can print, save, or e-mail the Audit Trail page to provide a permanent record of the details. To create a summary that presents all results on a single page, click the Show All link at the top. The Show All and Page at a Time links are not shown if the records list is less than one page long.

Configuration records are retained for 13 months. Each night after that period has elapsed, a background job deletes any records older than 13 months. If you want to retain the records longer, back up of the database or of the partition that holds it



Usage ReportThe Usage Report page shows a summary of the recording modes that have been used over a specific period. The default reporting period is the previous calendar month.

To generate a report for a different period, enter the date range in the calendar controls, and click Refresh.

Quality recording usage is tracked separately and internally. When a Witness Quality port records a station during the reporting periods, the station is added the list of Station Bulk recorded stations.

A station with one or both of the following attributes counts as “1” in the Station Bulk or Quality row:

● Configured for station bulk recording at any time during the reporting period

● Recorded using a Witness Quality recording port at any time during the reporting period

The number in the Usage column reports on two types of modes:

● For pooled port modes (On Demand, Meeting, Telephone Replay, Live Monitoring, Conferenced, and Unify/External using single-step conference), it reports the maximum size of the “pool” of ports during the period.

● For station targeted modes (Station Bulk, Station Executive, Unify/External using Service Observe), it reports the total number of different station numbers that have been configured at any point during the period. The individual stations and/or station ranges that were targeted are shown in the Stations Recorded column.

Configuration records are retained for 13 months. Each night after that period has elapsed, a background job deletes any records older than 13 months. The records can be retained longer in a back up of the database or of the partition that holds it. If you want to retain the records longer, back up of the database or of the partition that holds it.

Enabling the Usage report on the Administration interface:

To enable this feature, you must add the following line to the properties file:

usage.reporting=true

Accessing through URL:

To access the report by way of its URL, enter the following line in the navigation bar of your browser:

http://<myservername>:8080/servlet/report?from=<t1>&to=<t2>

Where <t1> is the start time in UTC seconds and <t2> is then end time in UTC seconds.

Status


Note:Note: These times are in seconds not milliseconds and do not attempt to correct

for leap-seconds. Unless an administrator made configuration changes within a few seconds of midnight, this will not affect reporting on monthly boundaries.

The names of recording modes and other information that can be localized are returned according to the language preferences established for the interface. If localized terms are not available, the returned values are in English.

Accessing the Usage report in a log file

If you request the usage report by way of its URL and the request is successful, Witness ContactStore writes to a usage log file in the following location:

/opt/witness/logs/usage.log

You can access and view this log file in any text viewer. Its content is the same as the report returned for the URL request. Each time you request a usage report, a new log is created that overwrites the previous one.

If a request for the Usage report is not successful, no log file is written for it. You should examine the return value of the URL request for an indication of the error conditions (bad time parameters, configuration has been tampered with).


Support and Troubleshooting

This appendix describes how to diagnose and correct problems with Witness ContactStore. Issues are divided into the following categories:

Troubleshooting resources

System Administration page problems

Email alarm problems

Witness ContactStore to Communication Manager problems

Witness ContactStore to Witness Quality server problems

Witness ContactStore to Unify server problems

Witness ContactStore to eWare server problems

Search and Replay problems

Meeting recording problems

Station Bulk recording problems

Station Executive recording problems

Replay problems

Live monitoring problems

Archiving problems



Troubleshooting resourcesWhen problems occur, check the following:

● Emailed Alarms and Events. If you have been using the email settings to have alarms and events forwarded to one or more email addresses, you should check these carefully. As well as checking the contents of messages you have received, also check for days when the daily heartbeat message has not been received.

● Alarms and Events Page. This page within the administration application provides a wealth of information on problems that the system has detected.

Review the alarms carefully. If the problem is not immediately apparent, consider viewing all alarms-including those that have previously been cleared. It may be that someone has cleared an alarm without addressing it or realizing its significance.

● Log Files. Check for errors being reported in log files within the following directories on the Witness ContactStore server:

- /opt/witness/logs

- /opt/witness/tomcat5028/logs

Table A-1 gives more details about these log files.

Troubleshooting resources


Table 0-1: Log File Details

Log File Naming convention

Default Level

Levels Supported

To change level

cscm.log Current day’s file is cscm.log and previous days are date stamped.

INFO DEBUG, INFO, WARN, ERROR

Permanently, from next time service starts:

1. Edit the file (or create it if it does not exist): /opt/witness/properties/cscm.properties

2. Add the line:log.level=DEBUGreplacing DEBUG with any of the levels supported as shown to the left.

3. Reboot the server or restart the Witness ContactStore service to have this setting take effect.

Temporarily, until you change it again or the service restarts:

1. Open a browser. 2. Go to:

http://myservername:8080/log?level=DEBUG

replacing DEBUG with any of the levels supported as shown to the left.

Cmapi.log(only present on CM 2.x systems)

Current file is cmapi.log.0 Wraps at 10MB and previous files are renamed cmapi.log.1 etc.

INFO FINEST, FINER, FINE, INFO, WARN, ERROR

Permanently, from next time service starts:1. Edit the file (or create it if it

does not exist). /opt/witness/properties/cmapi-logging.properties

2. Edit the lines:level=FINEreplacing FINE with any of the levels supported as shown to the left.

! Important:! Important:Important: Do not leave running on

FINE or higher as packet loss will result.



System Administration page problemsYou may encounter problems as you access and use the System Administration application. This section lists those problems and provides steps to take to correct them.

Cannot access the System Administration pages

If you cannot access the System Administration pages, try the following:

● Ping the server to confirm that connectivity is possible. If not, trace the network connections between client and server and double-check the server's IP address, default gateway etc.·

● Use the numeric dot notation IP address instead of the hostname. If this works, then the hostname is wrong or cannot be translated by your DNS services. You may need to use a fully qualified node name, such as contactstore.bigco.com.·

● Use the Mozilla browser installed on the server itself to access the application:

1. Log in as Witness.

2. Start the GUI by entering startx.

3. Open a browser window onto http://localhost:8080.

If this works, then the problem is in the network between server and client. If it does not work, then the problem may be with the Tomcat web server.

Cannot log in

If you have trouble logging in, double-check the state of Caps Lock and ensure the password is being entered with the correct case.·

If you can log in under another account, reset the password of the account having problems.

Web pages appear "untidy"

If the forms on the System Administration pages and/or Search and Replay page appear to be out of alignment; fields are truncated; headings or lines that, according to the screenshots in this document, should be on one line actually split across two lines, check your desktop properties. If set to Large Fonts (120dpi), this will impact all website accesses not just the Witness ContactStore pages.

To correct display issues:

1. Right-click on your desktop and select Properties.

2. On the Settings tab, click Advanced and set the DPI Setting to 96dpi.

Email alarm problems


On new laptops, especially those with 1400x1050 resolution screens, the DPI is often set to 120dpi. Using too small a window or too large a type (View > Text Size in Internet Explorer) can make the columns and headings on the web pages wrap where they would not normally.

Email alarm problemsInvalid entries in any one of the parameters used to define the email settings will result in errors. To check this:

1. Use the settings from Witness ContactStore to set up a standard mail client.

2. Send a message using the account specified to prove that the settings in Witness ContactStore are valid.

If email messages have been working and then stop without any of the settings having changed, verify that nothing has changed on the mail server. This problem occurs, for example, if your password has been reset or changed on the mail server.

If the Witness ContactStore is not sending email messages, it may not be able to access the SMTP server or POP server. Check the network connections to the Witness ContactStore.

Witness ContactStore to Communication Manager problems

Witness ContactStore communicates constantly with the Communication Manager server. If this link fails, alarms are raised. If you suddenly get multiple alarms, typically those reporting problems with softphones timing out registration, the link to Communication Manager may have failed. Ping the Communication Manager and (in CM 3.x systems) the AE Services server to check the link.

If these problems are accompanied by alarms that indicate a failure to send email messages, then the problem is not with the link to the Communication Manager. In this case, Witness ContactStore cannot access the SMTP server or POP server to send the message. Check the network connections to the Witness ContactStore.



Witness ContactStore to Witness Quality server problems

If the problems reported include mention of the file share:

● Verify that the Witness Quality for Communication Manager server is running.

● Verify that the username and password previously in use are still valid. Try to access the fileshare from another machine using the username and password provided to Witness ContactStore.

Witness ContactStore to Unify server problemsIf you have problems using Unify ports:

● Verify that the Unify server is running.

● Verify that Unify is active.

Witness ContactStore to eWare server problemsIf you have problems connecting to the eWare server:

● Verify that the eWare server is running.

● Verify that the SQL server is active.



Search and Replay problemsFor most problems with Search and Replay, consider the following diagnostic approaches to narrow down the cause of the problem:

● Search for a different call, for example, one that is more recent or older; shorter or longer

● Log in as a different user with different replay restrictions

Specific issues are listed below.

Cannot access the application

If you cannot get to the login page:

● Try accessing the page from a machine on the network that is closer to the Witness ContactStore:

- On the same LAN if you are having problems with WAN access

- From the same sub-net if having problems from a different sub-net

- From the console if having problems from the same sub-net.

● Try using a different browser or a different version of the same browser.

● Try accessing the page from the other side of a firewall.

User replay restrictions do not work

You have given a user account replay rights over a number of stations but the calls from these stations are not listed when you enter a valid search that should include them.

When an agent has logged on to a station that is being recorded, the calls recorded are "owned" by the agent number not the underlying station number. Give the user replay rights to the range of agent numbers who have been using the physical stations in question. In fact, in most cases, you should restrict access to a set of agent numbers rather than station numbers.

Problems downloading ActiveX control

If you see error messages relating to ActiveX controls being downloaded-or blocked from being downloaded, your security settings may be too restrictive.



Problems displaying ActiveX control

If the ActiveX control downloads but displays a red cross on white background at top of page, upgrade to Internet Explorer 6.0. These symptoms have been seen on Internet Explorer 5.0.

Cannot log in

If you see the login page but cannot get past it:

● Verify that Caps Lock is off and that you are entering the password with the correct case.

● Log in as a different user

● Confirm the spelling of your log in name with the system administrator and check that your account is still configured in the administration pages.

● Ask the system administrator to reset your password. Log in with a blank password and change your password when redirected to the Change Password page.

Search returns no calls

If you get to the search page but no calls are returned when you perform a search:·

● Broaden your search criteria to confirm that you can at least find some calls. Start by requesting calls from any parties for today. If that shows no calls, extend the time period. Try setting the date range back to at least the time you know you have seen call records for in the past.

● Check that the system administrator has given you access to the correct calls. Your search and replay restriction may be wrong or too narrow for the search you are attempting.

● Confirm that calls are being recorded. Follow the troubleshooting guidelines for recording problems if you suspect that the system is not actually recording or processing any calls.

Voice is slow on playback

Verify Frames per Packet is set at 6 in the 'ip-codec-set' configuration page of the Communication Manager.

Calls listed but cannot play them

If you can see the list of calls that matched your search criteria, but cannot actually play them, look at the area at the top of the browser page where the "graph" of the audio normally shows and match your symptoms to one of the following:



No Audio "graph" - This means that the call has not been retrieved from the recorder or DVD disk or has not reached the client PC.

● Check the server logs for errors.

● Note the call's 15 digit reference number. Search for that.wav file in the /calls path.

● Check connectivity and available bandwidth to the client PC

Audio graph stops in mid call - This implies that the transfer of data from the Witness ContactStore server to your client PC has been stopped or interrupted.

● Request the same call again. There may have been a temporary network problem.

● Request a different call. If the problem is only with one call, you may have a corrupt file on your hard disk.

● Request the problem call from another PC on the same network. If the other PC can retrieve it successfully, assess the differences between the two client PCs; the problem is most likely at the client end.

● Request the problem call from different sub-nets, ideally working closer to the Witness ContactStore.

● Request the call from the Witness ContactStore server's own browser. If this works and the others don't, then the problem is likely to be in the network between server and clients.

Audio graph appears but no sound - The audio file has reached the client PC successfully; the problem is most likely to be with the PC's multimedia setup or current settings.

● Verify that the PC has a sound card.

● Play a .wav file through Media Player or similar application to verify that that the sound card is set up correctly.

● Set any hardware volume and/or mute controls on the speakers/headphones to maximum volume.

● Double-click on the icon in the system tray at the bottom right-hand corner of the screen to verify that the PC's software volume controls are not set to mute or very low.

● Ensure you are not running any other programs that may be locking the sound card exclusively. If in doubt, shut down all other programs.

● Try another similar PC. If that works, look for differences in the multimedia setup of the two PCs.



No New Recordings Playable - If you can replay old recordings but not newly made calls, there may be a problem with the recording and/or storage components of the system. Follow these steps:

1. On the System Overview page of the Witness ContactStore System Administration application, look at the counts for total calls recorded and calls recorded today.

2. Use Meeting recording mode to make a test recording. If you are not prompted to enter the owner for the recording, follow the instructions for "Partial Recording Problems" in the next section. If you are prompted to enter the owner for the recording, the Witness ContactStore server is up and running.

3. Complete the recording and hang up.4. Return to the System Overview page and note the Total call segments recorded

today and Total call segments recorded to date (or since restart, if today). These counts should have increased by at least one, the recording that you just made. If the counts have increased, the Witness ContactStore is processing recordings. This is probably a search/replay problem. See earlier sections for help.If these counts have not increased, the recording has not been successfully compressed and stored on the Witness ContactStore server or inserted into the call details database. Do the following:● Look for alarm messages that indicate problems with the softphone or with file

read/write or rename. The error message should indicate whether disk space or a directory access problem is the cause. Check that .wav files are appearing in the latest folder beneath /calls as recordings are made.

● Check disk space in all partitions. If any of these is 0 or less than 50MB, this may be the problem. Check for build up of log files. Check that the call details database hasn't exceeded the available space. Consider reducing the number of months of calls kept-use the purge settings on the Server configuration page to adjust this.

● Look for alarm messages that indicate licensing problems. The Witness ContactStore will not process any new calls if you have changed the MAC address, tampered with license settings or are running on a time-expired license. In all cases, you should obtain a new license key.

● Check that the Tomcat server is running.● Check for messages in the log files.● Reboot the Witness ContactStore server and watch for error messages on startup.



Partial recording problems

Since no hardware component in the system is dedicated to specific ports, any hardware problem is likely to affect all recordings equally. Therefore, if some calls are being recorded and are playable but others are not, the problem is probably in the configuration.

Recording Mode versus Recording Port? Determine whether your problems relate to all ports of one or more recording modes or just to certain ports. With the "pooled" modes (On Demand and Meeting recording modes), the recording system handles the ports assigned as a pool and it is actually the Communication Manager that determines which port is connected to a given call.

Hunt Group Problems. If your hunt group is not set up correctly you may experience problems:

● Verify that the ports assigned to the hunt group exactly match the ports assigned on the Witness ContactStore's configuration pages for the affected recording mode(s). Calculate the range of stations carefully. For example, 11000 to 11010 is a range of 11 stations, not 10.

● Verify that the right hunt group number is associated with the right recording mode. Be sure to give the users of the particular recording mode the correct hunt group number to use for recording.

● Use the Port States page to observe the ports on the Witness ContactStore during your test calls. The ports go should go from idle to active and back again.

Faulty Port(s) - If the port in question shows as "Faulty" rather than available, waiting, or recording, there may be problems registering that port on the Communication Manager. With Station Bulk and Station Executive recording, in particular, verify that the station number has been entered correctly; transposed, missed or duplicated digits will configure the port to record the wrong extension, or an extension that does not exist. If the extension does not exist, the Communication Manager will refuse to establish a service observation on it and it will show as "Faulty."

If there is a problem with one or more ports, try the following:

● Reset Individual Port(s). If a port appears to be stuck and non-responsive, you can use the Reset link on the Port Details page to reset that port.

● Refresh Configuration. Check the configuration details of the port(s) that are causing problems. It may help to change their configuration to see if the problem lies there. For example, if there are problems with a Station Executive or Station Bulk Recording port, change the settings to record a different station.

! WARNING:WARNING: Do not try to record a station that already has station bulk or station

executive recording on it.



● Restart Witness ContactStore Service. If refreshing individual port configurations does not cure the problem, you can restart the Witness ContactStore. Restarting will, however, truncate all other recordings that are in progress at the time. Do this outside of regular business hours. To restart:

1. Log in as root.

2. Enter service cscm stop.

3. Wait 1 minute.

4. Enter service cscm start.

● Restart Witness ContactStore Server. If the Witness ContactStore is completely unresponsive, shut the server down and restart it.

Meeting recording problems

Cannot Enter Owners

softphones use OUT_BAND signalling whereas digital phones may be using IN_BAND signalling. Check the installation instructions in Chapter 2 to ensure that your Communication Manager is configured for OUT_BAND signalling.

When softphones are not configured properly, it causes problems when you are trying to do the following:

● Contact a digital port in Live Monitor mode

● Use the Retain command in Station Executive mode

● Use the Delete command in Station Bulk mode

Station Bulk recording problems

Cannot Delete






● Use The Retain command in Station Executive mode

● Enter owners in Meeting recording


Cannot Retain Calls






Replay problems

Audio quality on Replay port is poor during busy times

If the network configuration is correct and there are no problems with its function, the most likely cause of this problem is that the recorder or the network is overloaded.

To look for a problem on a managed network switch, you should look at the diagnostics and configuration details. You should see ZERO errors on all ports. Any port showing more than 1 packet error in 10,000 is suspect and must be looked at.

If the C-LAN, MedPro and recorder ports are all failing to auto-sense full/half-duplex properly, you can force each port to either full or half so as to reduce the error count to zero. Even though a port shows an error rate of less than 1 in 100 packets, the error counts are deceptive. A single packet error can trigger a full/half duplex negotiation during which ALL packets are lost in the servers but none of these show as errors on the switch.

If your error counts are zero on all ports, then we must also consider overload of the recorder as a possible cause. You should monitor the CPU load of the recorder during busy hour.



If you are using G.711 and the recorder or network seems overloaded during busy times, it is strong recommended that you switch to G.729 to mitigate this overload.

Live monitoring problems

Having trouble with ports, generally

If you are having trouble with Live Monitor ports:

● Verify that the Live Monitor ports are configured with the same codec as the recording ports being monitored.

● Verify that a user account has been added with username equal to the station number (or agent number) of the user attempting to use live monitor.

Can use IP phone to reach live monitor port but not a digital phone




● Use the Retain command in Station Executive mode


Audio quality on Live Monitor port is poor during busy times

If the network configuration is correct and there are no problems with its function, the most likely cause of this problem is that the recorder or the network is overloaded.

To look for a problem on a managed network switch, you should look at the diagnostics and configuration details. You should see ZERO errors on all ports. Any port showing more than 1 packet error in 10,000 is suspect and must be looked at.

If the C-LAN, MedPro and recorder ports are all failing to auto-sense full/half-duplex properly, you can force each port to either full or half so as to reduce the error count to zero. Even though a port shows an error rate of less than 1 in 100 packets, the error counts are deceptive. A single packet error can trigger a full/half duplex negotiation during which ALL packets are lost in the servers but none of these show as errors on the switch.

Archiving problems


If your error counts are zero on all ports, then we must also consider overload of the recorder as a possible cause. You should monitor the CPU load of the recorder during busy hour.

If you are using G.711 and the recorder or network seems overloaded during busy times, it is strong recommended that you switch to G.729 to mitigate this overload.

Archiving problemsIf you experience problems with archive disks, verify that you have not left the GUI (for example, GNOME) running on the Witness ContactStore server. This can mount the disk automatically, stopping the archive thread from using it.



Contacting technical supportIf you are having trouble using Avaya software, you should:

1. Retry the action. Carefully follow the instructions in written or online documentation.

2. Check the documentation that came with your hardware for maintenance or hardware-related issues.

3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available.

4. If you continue to have a problem, contact Avaya Technical Support by:

● Logging in to the Avaya Technical Support Web site at http://www.avaya.com/support

● Toll free in the U.S. and Canada: 1-800-344-9670. For local numbers in other countries, use the following links:

- http://support.avaya.com/japple/css/japple?PAGE=OpenPage

- http://support.avaya.com/japple/css/japple?PAGE=OpenPage&temp.template.name=Support_Countries> &temp.template.name=Support_Countries

● Sending email with your question or problem to [email protected]. You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.

witness 7.3

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