Version 1.2
SonicView
™1.2 features:
Selective Recording (rules based)
The user can specify extension based recording rules and orchestrate call recordings based on the enterprise requirements and policies.
Call Tagging
Users can tag calls with flags and enter notes against the call for future lookups. Records all calls – IN, OUT and Internal
The application classifies the calls based on call direction. Internal calls: calls between any two stations
Inbound calls: calls from an external number to a station Outbound calls: calls from a station to an external number Live monitoring
Detect newer calls on the fly and update the application with this information. The user can also perform a refresh at any time to update the User Interface with newer call information.
Powerful user management features
Create new users, set password expiry policies; administer access…all from an easy to use, yet powerful Administrative console.
State-of-the-art GUI
The SonicView™ is built on bleeding edge rich Internet application technologies that bring Internet applications closer to the realm of desktop applications.
Data mining and analysis with minimum screen navigation required
The SonicView™ application relies on a powerful search engine that you can use to efficiently get what you want – when you want it!
Hot lists
The Hotlist feature lets you organize all your information in any suitable way. Save favorite search filters
No more time wasted on repeating the same searches over and over again… users can save the search criteria for future use with the click of a button!
Embedded player
The SonicView™ application provides the user with an inbuilt media player to listen to the call recordings from within the application.
Multiple data grids – tabbed view for easy access
Tabbed browsing enables you to see more information at the same time. Easy ‘Home Page’ access to your favorite dashboard
Users can save any page as the home page for frequent access. This will be the default presentation page when the user logs into the application.
Save mailbox hoarding
By E-mailing a link to the call recording, you can save on the size of the E-mails drastically! Recipients of the E-mail will be able to securely listen to the call recordings by accessing the URI embedded in the E-mail
Virtual links let users listen to the call recordings from anywhere securely over the Internet as long as the application server is configured to be accessible over the public network. Administrators can configure secure exposure for such access instantly using the new Administrative console.
Export reports with recording links to Excel and PDF
Export reports with virtual links to the call recordings to Microsoft™ Excel™ or PDF format using the new export feature of the application.
Support for ‘Linked Calls’
View the linked conference calls and transfer calls on demand by clicking on the ‘View linked calls’ icon against the call information in the WorkArea
On-demand charting – easy selection of data series
Select from a variety of preset data series to visually view call data as charts. Export graphs to Excel and PDF
Users can export graphs and the underlying data series to Microsoft™ Excel™ or PDF documents instantly, while viewing them in the application.
Flexible backup / restoration for call data
Administrators can quickly backup data using the new backup feature. Just select the dates between which to backup the data and go!
Support for high quality MP3 recordings
With enhanced support for MP3, SonicView™ call recordings will occupy a minimal disk space for high fidelity audio recordings.
Codecs - G.729a, G.711a/U-law
The SonicView™ application has native support for G729a and G711a/U-law codecs for Audio Frame Sizes between 10ms through 40ms. The application also supports transcoding for scenarios where different stations support different codecs. Support for SIP/RTP Protocols
SonicView™ is integrated tightly into the SIP/RTP stack offering a robust recording solution for all your VoIP recording needs
Known Restrictions and Limitations
1 Installation - Windows Vista Specific Restrictions
1.1 A Vista “Master Administrator” account (“Administrator”) is required to install the application.
The user must enable the Vista Master Administrator account and log into this account to perform the installation. The Apache Tomcat web server, Apache Derby Database server and Recording Engine will not be installed correctly in non-master administrator accounts.
2 Network Infrastructure dependencies 2.1
A single\multi port managed switch with port mirroring setup is mandatory to enable call capturing over the network.
The server hosting the recording engine should be connected to a managed switch such that the PBX’s traffic mirrored to the port on which the recording engine server is connected.
3 Application Issues
3.1 Caller ID is not displayed for an Inbound call - the application will display the From-Name as ‘Unavailable’.
For example, for an inbound call from 5033293333 to STA 131 the user will see the following information in the application:
From Name From Number To Name To Number
Unavailable Unavailable STA 131 131
3.2
Conference calls: the ‘To –Name’ column in the application will show only one of the called party names.
For example, if a conference call is established between STA 130, STA 131 and STA 132 then the user will see the following information in the application:
From Name From Number To Name To Number
STA 130 130 STA 132 131, 132
STA 131 131 STA 130 130, 132
3.3
Outbound and internal calls are recorded even if the called party does not answer the call. Such recordings include the DTMF tones as well as the phone ringing activities.
For example, if a call is established between STA131 and 503 429 8643 – even if the outbound party does not answer the call, the recording will begin and show in the application. If the user plays the recorded audio, he\she will be able to hear the DTMF and the phone ring tones.
3.4
The linked calls fail to show the external party details under To (Number) for Conference calls between an external line and IP terminals.
For example, if an outbound call is established between STA 132 and 503 429 8643 and this call is conferenced with STA 131 then you can expect to see either of the following:
Call Direction From Name From Number To Name To Number
Internal STA132 132 STA131 131,
Unavalable
Internal STA131 131 STA132 132, ,
Unavalable
3.5
If an extension number is the same as a trunk line number, then calls to and from this extension show as an Inbound or Outbound call.
For example, if a you have a trunk number 101 and an extension number 101 then you can expect to see the following:
Call Direction From Name From Number To Name To Number In STA101 101 STA131 131
Out STA131 131 STA101 101
3.6
When a call is parked and un-parked by the same extension then these recording will show as a new inbound call in the application. For the un-parked call, the caller ID will show as Unavailable
3.7 When a party drops and rejoins a conference, the new call will show as a separate call.
3.8 Answering multiple calls within intervals of 5 seconds causes the calls to display with incorrect caller ID.
3.9 Recording Rules: The rules perform exact match for dialed number in outgoing calls.
If a recording rule is made for 503 429 8643 and the user dials 503 429 86431111 instead, then the call will not be captured in the application even if it was established via the PBX.
3.10 Recording Rules: The application will not permit creation of more than one rule per extension.
You may create a rule for STA 131, and enable the rule. However, if another rule is created for STA 131, then this rule will be disabled by default. The user will have to disable the first rule to be able to enable the newer rule.
3.11 Recording engine to be restarted to apply the configuration changes to new recordings.
The user will have to restart the ‘SonicView VoIP Recorder’ service to apply changes in the Recorder Configuration and Recording Rules sections to the new recordings.
3.12 Default recording rule for Call Duration: Default minimum threshold for recording calls is 20 seconds.
The default minimum call duration threshold value is 20 seconds; therefore you may not see calls shorter than this duration show up in the application. The value of this threshold can be changed using the Administration Console.
3.13
Recording Rules: Rules based on caller & dialed numbers will not work for PC Assistant and PC Attendant calls.
Recording rules for outbound calls from PC Assistant or PC Attendant should be created with the ‘*’ wildcard or dialed numbers prefixed with the trunk access code to work correctly.
Similarly recording rules for inbound calls to PC Assistant or PC Attendant should be created with the ‘*’ wildcard or caller ID to work correctly.
3.14 The Recording Engine will not record calls over a SIP
trunk. Not supported in this release.
3.15 Application supports recording only for calls that involve at least one VoIP extension.
Only calls where at least one of the participating members is a VoIP extension will be recorded in the present release.
3.16
Statistics – The Extension-Duration statistic will not display when only one call is being displayed in the call information grid.
An area chart cannot be displayed for the Extension-Duration statistic for one data point as an area chart requires at least 2 data points (or calls) to render.
3.17
Advanced ‘Player Controls’: The transport controls in media player in the application do not work as intended for short duration call recordings.
The rewind, forward, pause controls and dragging the slider may cause the stream to stop playing and not resume.
3.18
Live monitor: The automatic refresh interval for recordings using ‘Live Monitor’ should not be very short. This may degrade the application performance in a high call volume environment.
It is recommend that the user performs a manual ‘Refresh’ when more than 500 calls are displayed at a time in the call recording grid (WorkArea of the application)
3.19
Recording pre-requisites: Trunk lines need to be configured in the SonicView™ application administrative console for it to recognize inbound and outbound calls.
Based on the number of trunks with the PBX, the same number of ports in memory block 11-02 (starting from 001) should be configured as trunk lines in the Recording Engine configuration screen in the SonicView™ application.
3.20
The ‘Do not record Calls lesser than…’ option in the recorder configuration will not apply to calls recorded using the On-Demand recording client application.
If this value is set to 30 seconds, then a call recorded from the On-Demand client will be saved even if it is less than 30 seconds in duration.
3.21
When a call recording is initiated from the ODR client and the client is closed, the recording will continue till the call is terminated.
3.22 Blind Transfer calls will not show transfer-linked calls under SonicView™ application.
Blind transfer calls will not show transfer link call, instead it will show as separate independent calls under SonicView™ application.
3.23
Selecting/Unselecting option ‘Discard extra digits dialed after phone number under Format Number Configuration’ will cause showing leading numbers dialed after phone number for the past data.
3.24
When the ODR toolbar experiences network problem, the active call during this process may end up in losing the call information.
For example, if a call is established between STA131 and 503 429 8643 an outbound party and user experiences network problem, the respective call will end up in showing incomplete information in the SonicView™ application and also user cannot play back this call.
3.25
Initiating Outbound and internal calls from ODR toolbar able to record and playback calls even though they were not actually established.
For example, if a call is established between STA131 and 503 429 8643 – even if the outbound party does not answer the call, clicking on ODR’s recording button at STA131 will record the voice file of the ODR user.
3.28
The SonicView™ application will fail to display licensing information correctly if the Recorder MAC Address entered during the installation and in the Recorder Configuration screen in the application are entered differently.
For instance if the Recorder MAC address entered during the installation is 00-0F-04-05-6D and the MAC address entered in the Recorder Configuration screen is 000f04056d (note that the alphabets are in lower casing) – in this case, the licensing information will not be fetched from the PBX and the application will remain unlicensed.
3.29
If the licensing server service is stopped, all the licenses in the application will be recycled. This causes disabling all the users and recording rules. However the calls for the extensions will continue to be recorded until the Recording Engine service is restarted.
3.30
Archiving data to a remote destination will not work unless the database server service (PostgreSQL or Microsoft SQL server – as the case may be) has domain credentials to write to the particular location in question.
If a user is trying to archive calls to a system other than the system on which PostgreSQL or Microsoft SQL server is installed, then the archive file will not be created unless the database service has domain credentials to write to the remote location.
4 Required PBX Configuration
4.1
The server hosting the recording engine software should be configured to have the same subnet as that of the PBX.
4.2 Silence activity detection should be disabled in the PBX.
If Silence activity detection is enabled, then the recorded calls will have overlapping voice channels and will sound as though both the parties involved in the call are speaking simultaneously.
4.3
Recording internal calls between IP Telephones: Peer-to-Peer Media (RTP Traffic) must be disabled if a single port-mirroring switch is used.
Peer-to-Peer Media (RTP Traffic) must be disabled on all the registered telephones to force their RTP traffic to traverse via the PBX.
Alternatively, a managed Ethernet switch that supports the ability to mirror many ports to a single port as well as writing from the mirrored port is required.
4.4 Caller ID must be enabled on trunks in the PBX for such information to be captured by the application.
