Page 3 - Contents
IP Office ContactStore 7.8 Page 3 15-601038 Issue 4b (06 July 2009) IP Office Contents Contents ContactStore Overview 1. ..................................................................... 8 1.1 License ..................................................................... 9 1.2 Functional Componen...
Page 5 - ContactStore Overview
IP Office ContactStore 7.8 Page 5 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview Chapter 1.
Page 7 - ContactStore Overview
IP Office ContactStore 7.8 Page 7 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: 1. ContactStore Overview This documentation covers version 7.8 of ContactStore for IP Office, supported in conjunction with IP Office 5.0 andhigher with Voicemail Pro 5.0 and higher. The standard cal...
Page 9 - Functional Components
IP Office ContactStore 7.8 Page 9 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: License 1.2 Functional Components ContactStore can run on the same server as Voicemail Pro or a separate one. The ContactStore application containsseveral distinct Functional components as shown in t...
Page 10 - Recording files; Audio compression
IP Office ContactStore 7.8 Page 10 15-601038 Issue 4b (06 July 2009) IP Office 1.3 Recordings ContactStore stores recorded calls with certain security in place. Access to recordings is strictly controlled according tothe security constraints configured within the System Administration pages. Each re...
Page 11 - Internal Database; Archiving
IP Office ContactStore 7.8 Page 11 15-601038 Issue 4b (06 July 2009) IP Office ContactStore Overview: Recordings 1.4 Internal Database If you have retained all of the .xml and .wav files, then you have kept all of the details about the recordings you havemade. However, the system uses a database to ...
Page 12 - Supported Languages; Time Zone and Daylight Savings Time (DST) Support
IP Office ContactStore 7.8 Page 12 15-601038 Issue 4b (06 July 2009) IP Office 1.5 Licensing The full functionality of the ContactStore is available through purchasing a license which is entered into the IP Officeconfiguration. However, ContactStore will operate with a free 90-day evaluation license...
Page 13 - Installation
IP Office ContactStore 7.8 Page 13 15-601038 Issue 4b (06 July 2009) IP Office Installation Chapter 2.
Page 14 - Disk Partitions; Sound Card
IP Office ContactStore 7.8 Page 14 15-601038 Issue 4b (06 July 2009) IP Office 2. Installation The platform required for a ContactStore server varies according to the volume of recordings to be made and the numberof concurrent users of the search and replay application. The sizing guidelines given a...
Page 15 - Calculating Disk Size Required for Recordings; Type of Operation
IP Office ContactStore 7.8 Page 15 15-601038 Issue 4b (06 July 2009) IP Office Installation: 2.1 Calculating Disk Size Required for Recordings The table shows how many gigabytes (GB) per day you typically use given the number of recording ports you have andthe average utilization of these ports over...
Page 16 - Installing ContactStore; Install the ContactStore Software
IP Office ContactStore 7.8 Page 16 15-601038 Issue 4b (06 July 2009) IP Office 2.2 Installing ContactStore If a version of ContactStore is already installed, follow the instructions for Upgrading ContactStore . Pre-Requisites Before installing ContactStore software make sure that you have completed ...
Page 17 - Testing the Recording Operation; Testing the recording operation; Monitoring the system
IP Office ContactStore 7.8 Page 17 15-601038 Issue 4b (06 July 2009) IP Office Installation: Installing ContactStore 2.3 Testing the Recording Operation Once you have installed and configured the ContactStore, you need to verify that the recorder is storing and indexingrecordings correctly. Testing ...
Page 21 - Accessing ContactStore
IP Office ContactStore 7.8 Page 21 15-601038 Issue 4b (06 July 2009) IP Office Accessing ContactStore Chapter 3.
Page 22 - Accessing ContactStore
IP Office ContactStore 7.8 Page 22 15-601038 Issue 4b (06 July 2009) IP Office 3. Accessing ContactStore If you have trouble accessing ContactStore, make sure that ContactStore is part of a trusted site or intranet zone within your browser's settings. 1. Open a browser window (using Internet Explore...
Page 24 - Configuring ContactStore Settings
IP Office ContactStore 7.8 Page 24 15-601038 Issue 4b (06 July 2009) IP Office 4. Configuring ContactStore Settings There are some configuration details that must be set in order to safeguard the operation and recoverability of yoursystem. Any that cannot be left at automatic defaults are shown in r...
Page 26 - System Overview Page
IP Office ContactStore 7.8 Page 26 15-601038 Issue 4b (06 July 2009) IP Office 4.1 System Overview Page The System Overview page shows summary information about the current state of the ContactStore server. To view the System Overview page: 1. Click the link System Overview under the heading Status....
Page 28 - Viewing Alarms and Events
IP Office ContactStore 7.8 Page 28 15-601038 Issue 4b (06 July 2009) IP Office 4.3 Viewing Alarms and Events The Alarms and Events page shows system warnings, alarms and events. Alarms are logged to ContactStore's databaseand held for a month before being purged at 1:00 each morning. · As long as yo...
Page 29 - Adding Hierarchical File Storage Support
IP Office ContactStore 7.8 Page 29 15-601038 Issue 4b (06 July 2009) IP Office Configuring ContactStore Settings: Viewing Alarms and Events 4.4 Adding Hierarchical File Storage Support If you intend to configure the recorder so that recordings are stored on a network share, where the ContactStore ca...
Page 32 - Administration of User Accounts
IP Office ContactStore 7.8 Page 32 15-601038 Issue 4b (06 July 2009) IP Office 5. Administration of User Accounts User accounts can be added, modified or deleted from the User Security page. · IMPORTANTThe System Administration application will run for anyone if there is no user defined with adminis...
Page 33 - Session Inactivity Timeout
IP Office ContactStore 7.8 Page 33 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: 5.1 Windows Domain Authentication You can create local user accounts within the recorder application itself. However, it is more secure to use Windowsdomain accounts and you may wish to en...
Page 34 - Creating a New Account
IP Office ContactStore 7.8 Page 34 15-601038 Issue 4b (06 July 2009) IP Office 5.4 Creating a New Account For a user to use ContactStore they need an account name and password. The account will determine what features andsettings the user can access. 1. Click Add User at the bottom left to add one o...
Page 35 - Changing Your Password
IP Office ContactStore 7.8 Page 35 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: Creating a New Account · 4000-4019 User can replay calls owned by any agent in the range 4000-4019. This is a typical entry for asupervisor in a call center in which agent ranges are assig...
Page 36 - Editing an Account
IP Office ContactStore 7.8 Page 36 15-601038 Issue 4b (06 July 2009) IP Office 5.6 Editing an Account Any account can be changed. You can change any of the fields except the user's name. To change the users name, notetheir account details, create a new account with the same details and required name...
Page 37 - Deleting an Account
IP Office ContactStore 7.8 Page 37 15-601038 Issue 4b (06 July 2009) IP Office Administration of User Accounts: Editing an Account · 4000-4019 User can replay calls owned by any agent in the range 4000-4019. This is a typical entry for asupervisor in a call center in which agent ranges are assigned ...
Page 41 - Call Recording Warning
IP Office ContactStore 7.8 Page 41 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: 6.1 Call Recording Warning In many locations, it is a local or national requirement to warn those involved in a call that they are being recorded. Onemethod for doing this is to enab...
Page 42 - Changing the Recording Time; Manual Call Recording
IP Office ContactStore 7.8 Page 42 15-601038 Issue 4b (06 July 2009) IP Office 6.2 Changing the Recording Time For recordings being placed into a Voicemail Pro mailbox, the maximum recording time is 1 hour. To change the recording length: 1. Start the Voicemail Pro Client. 2. Click or select Adminis...
Page 43 - Recording Location
IP Office ContactStore 7.8 Page 43 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Manual Call Recording A call is recorded if the user presses the programmed DSS key during any call. The caller will hear an announcement thatthe call is being recorded if the mandat...
Page 44 - Automatic Recording Options
IP Office ContactStore 7.8 Page 44 15-601038 Issue 4b (06 July 2009) IP Office 6.4 Automatic Recording Options The IP Office system can be configured to automatically record calls based on the user, hunt group, incoming call routeor account code. Trigger Incoming Outgoing Default RecordingDestinatio...
Page 49 - Creating a Call Flow
IP Office ContactStore 7.8 Page 49 15-601038 Issue 4b (06 July 2009) IP Office IP Office/Voicemail Pro Configuration: Automatic Recording Options 6.5 Creating a Call Flow A call flow can be created in Voicemail Pro that enables a caller to leave messages in ContactStore. When the call flow isused al...
Page 51 - Administrative Tasks
IP Office ContactStore 7.8 Page 51 15-601038 Issue 4b (06 July 2009) IP Office Administrative Tasks Chapter 7.
Page 52 - Administrative Tasks
IP Office ContactStore 7.8 Page 52 15-601038 Issue 4b (06 July 2009) IP Office 7. Administrative Tasks The System Administration pages are used to maintain, update, and monitor your system. The ContactStore recordingsystem includes an administration application that is accessible only to specified a...
Page 54 - Weekly Procedures; Monthly Procedures
IP Office ContactStore 7.8 Page 54 15-601038 Issue 4b (06 July 2009) IP Office 7.2 Weekly Procedures As you become confident of the normal operation of your recorder, you can reduce the frequency of the daily tasks. Forexample, if you know that the rate at which your disk is filling is much less tha...
Page 55 - Backing Up the Database; Restoring the Database
IP Office ContactStore 7.8 Page 55 15-601038 Issue 4b (06 July 2009) IP Office Administrative Tasks: Monthly Procedures 7.4 Backing Up the Database You can back up your recorder’s database using a command line procedure. The procedure uses the PostgreSQLpg_dump command to extract data from the datab...
Page 56 - Backing Up The Voice Recordings; Limitations of Full and Incremental Backup Procedures; Moving to a New PC
IP Office ContactStore 7.8 Page 56 15-601038 Issue 4b (06 July 2009) IP Office 7.6 Backing Up The Voice Recordings ContactStore stores voice recordings in the path you specify on the System Setting | Server page. This path quicklyfills up with thousands of directories and millions of files. When the...
Page 57 - Search and Replay
IP Office ContactStore 7.8 Page 57 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay Chapter 8.
Page 58 - Accessing Search and Replay
IP Office ContactStore 7.8 Page 58 15-601038 Issue 4b (06 July 2009) IP Office 8. Search and Replay ContactStore performs replay of recordings by means of a browser-based application that is accessible with InternetExplorer (IE) V5.0 and higher. The Search and Replay page includes the following feat...
Page 59 - Searching for Calls
IP Office ContactStore 7.8 Page 59 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay: Accessing Search and Replay 8.2 Searching for Calls Search filters can be used to find specific records. As you search for calls, keep in mind: · Searching on the basis of the details of one or more of ...
Page 61 - To create a call set
IP Office ContactStore 7.8 Page 61 15-601038 Issue 4b (06 July 2009) IP Office Search and Replay: Viewing Results 8.4 Call Sets Call sets allow you to save the results of a search and to then be able to re-access that set of calls by name. You canthen remove files from the call set or use other sear...
Page 62 - Viewing and Editing a Call Set
IP Office ContactStore 7.8 Page 62 15-601038 Issue 4b (06 July 2009) IP Office Viewing and Editing a Call Set 1. To display an existing call set, select the call set name from the Call Set drop down at the bottom left of the screen and click SEARCH. The calls in that call set are then displayed. 2. ...
Page 64 - Exporting Multiple Calls
IP Office ContactStore 7.8 Page 64 15-601038 Issue 4b (06 July 2009) IP Office 8.6 Exporting Multiple Calls Users who have the May export recordings as files? option enabled in their account can export calls. They can export an individual call while playing it. They can also export multiple calls wi...
Page 65 - Appendix
IP Office ContactStore 7.8 Page 65 15-601038 Issue 4b (06 July 2009) IP Office Appendix Chapter 9.
Page 66 - ContactStore Version
IP Office ContactStore 7.8 Page 66 15-601038 Issue 4b (06 July 2009) IP Office 9. Appendix 9.1 ContactStore Version To discover the version of ContactStore that is installed click on the About link at the top right of the screen.
Page 67 - DVD+RW Media Control and Care
IP Office ContactStore 7.8 Page 67 15-601038 Issue 4b (06 July 2009) IP Office Appendix: ContactStore Version 9.2 Archiving The hard disk has limited storage capabilities. When the available hard disk space is full, older recordings will be deleted,overwritten by newer recordings. · When you have co...
Page 68 - Archival Procedures; Changing Disks; Verifying recorded disks
IP Office ContactStore 7.8 Page 68 15-601038 Issue 4b (06 July 2009) IP Office Archival Procedures The following section explain how to complete the basic archival procedures: Loading a disk To load a new disk: 1. Insert a blank DVD+RW disk in the drive. 2. Wait 10 seconds for it to spin up. 3. In t...
Page 72 - System Administration Page Problems
IP Office ContactStore 7.8 Page 72 15-601038 Issue 4b (06 July 2009) IP Office 9.4.3 System Administration Page Problems You 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...
Page 73 - ContactStore to VoiceMail Pro Problems
IP Office ContactStore 7.8 Page 73 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Trouble Shooting 9.4.4 Email Alarm Problems Invalid entries in any one of the parameters used to define the email settings will result in errors. To check for invalid entries: 1. Use the settings from ContactSto...
Page 77 - Advanced Security; Installing Unlimited Strength Encryption
IP Office ContactStore 7.8 Page 77 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Trouble Shooting 9.5 Advanced Security 9.5.1 Installing Unlimited Strength Encryption To support key sizes larger than 128 bits, you will need to replace the standard Java Jurisdiction Policy Files using thefoll...
Page 78 - Installing a Signed SSL Certificate; Backing up the Keystore file
IP Office ContactStore 7.8 Page 78 15-601038 Issue 4b (06 July 2009) IP Office 9.5.3 Installing a Signed SSL Certificate If you want to install your own SSL certificate, you must replace the certificate distributed with the application. Yourreplacement certificate must be specific to your installed ...
Page 79 - Generating a Certificate Signing Request; Backing up the keystore file
IP Office ContactStore 7.8 Page 79 15-601038 Issue 4b (06 July 2009) IP Office Appendix: Advanced Security 11.Double click the padlock icon. Internet Explorer should warn you that the certificate is unsigned. However, it should no longer display a message that indicates the certificate does not matc...
Page 80 - Configuring Viewer and Archive to use HTTPS; Importing the public certificates into Viewer and Archive
IP Office ContactStore 7.8 Page 80 15-601038 Issue 4b (06 July 2009) IP Office These two are linked and cannot be regenerated, so it is important to back up the keystore file. If either one of thesecomponents is lost, you must regenerate the certificate and pay again to get it signed. 9.5.4 Configur...
Page 83 - Index
IP Office ContactStore 7.8 Page 83 15-601038 Issue 4b (06 July 2009) IP Office Index Index A Accessing Search 58 Account Code 44Adding ContactStore 18 Advice Call Recording 41Call Recording Message 41enable 41 Alarm 69Analogue 41Appendix 71Automatic 44Automatic Recording Options Setting 44 B Backing...
Page 86 - protective rights of Avaya or others.
IP Office ContactStore 7.8 Page 86 15-601038 Issue 4b (06 July 2009) IP Office Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to...
