Reference14r2:Concept App Service Recordings

Description

Recordings is an application running on the App platform which allows capturing the audio streams during a telephone call. The user's phone can be configured to send bidirectional audio streams to the Recordings App and store them into the database.

Requirements

• innovaphone PBX
• innovaphone Application Platform
• Firmware V14r2xx
• Recordings Apps
• App(innovaphone-recorder) licenses (per User)
• Device with PCAP Recording Interface:
  • innovaphone deskphones
  • innovaphone SoftphoneApp
  • innovaphone gateway interfaces
• Reporting App

Apps

Recordings

User version of the App allow you to:

• Access to the user specific records
• Access to the user specific logs
• Filter records by name, by date
• Play, Listen or Download the recording as a .zip file which contains the .WAV file and a .PDF with the call information
• Protect against deleting or delete a recording

Recordings Admin

Admin version of the app allow you to:

• Access to all records
• Access to all logs
• Set up the records auto deletion retention time in days
• Set the PBX name
• Set the CryptKey to encrypt the .pcap files in the database
• Set the WebDAV credentials for the Record-to-URL
• Set specific trace levels
• Filter records by name, by date
• Play, Listen or Download the recording as a .zip file which contains the .WAV file and a .PDF with the call information
• Protect against deleting or delete a recording

PBX Manager Plugin

With the Recordings PBX Manager Plugin, an App Object can be created, edited and deleted on the PBX.

Configuration

• Download the Recordings App via App Store.
• Install the App on the App Platform Manager.
• Create an instance for the Recordings App on the App Platform Manager.
• Create a new PBX Recordings APP-Object with the PBX Manager Plugin.
• Create a new PBX Recordings Admin APP-Object with the PBX Manager Plugin.
• Assign Recordings Admin App to authorized (admin) users, which will be allowed to open the Admin UI of the Recordings App.
• Assign Recordings App to users who will use the Recordings App.
• Start Recordings Admin App and configure the name of the PBX in the settings via upright option
• assign Record to (URL) to recording devices/objects in format

http://ap.domain.tld/domain.tld/recordings/Files

on deskphones, softphones or gateway interfaces.

On innovaphone deskphones, enable recording via Phone/User-X/Recording by setting Mode to transparent and Recorder to HTTP Server.

On innovaphone softphones, recordings config is only visible, if the user has the appropriate app(innovaphone-recorder) license.

Access List

Unlike Recordings Admin App, which lists recordings of all users, Recordings App for users limits the listing of recordings to those made by the using user himself.

A possibility to extend the listing of the recordings to other extensions/users is provided by the Access List. In the Access List, additional extension can be defined, which will be listed to the Users of the App. This way the Recordings App Service can be accessed via different App Objects, with different Access Lists.

This way scenarios, like sharing recordings between team members or supervisor access to recordings of call agents are possible.
For the configuration, see : Howto14r2:RecordingsApp#Access_list_configuration_through_the_Recordings_Plugin

Deletion of recordings

In the PBX Manager plugin, it can be configured how a deletion of a recording is processed. There are 3 modes selectable: "Recoverable", "Permanent" and "Denied".
If "Recoverable" is selected, the users attached to this app object will transfer a recording to the recycle bin upon a delete operation, otherwise the recordings will be permanently deleted. If "Denied" is selected, users are not able to delete a recording.

Scheduled deletion of old recordings

You can configure a time period between 1 and 11000 days (in maximum round about 30 years), after which recordings are automatically removed. You can enter 0 days here to disable the scheduled deletion.

Call Information

The call information are retrieved from App Service "Reports". It requires an installed and running App Service "Reports". "Reports" does not need own licenses to be run with recordings. With this method, it is possible to provide detailed call flow information for each recording.

Call Recording Storage

If a 60 second Call with Codec G.711 is recorded, it will take approx. 1.5 MegaByte memory.

Licensing

An appropriate license App(innovaphone-recorder) must be installed on the PBX to enable Recordings App functionality for specified users.

The Recorder App License can be assigned directly to a specific User Object or via a Config Template.

The recordings for users without an assigned Recorder App License will be unrecoverable deleted after a 30 day grace period.
If the TTL has been configured in RecordingsAdmin to be less than 30 days, the grace period is also shortened accordingly.

Recording on Special Interfaces

• Trunk Interface/Gateway

The Trunk Interface acts as a substitute for the user's phone. For outgoing calls the call initiator is the owner of the recording and for him a license is required. With incoming calls, the first user answering the call owns the recording and a license for this user is required.

• Waiting Queue

The user answering the call is the owner, a license for this user is required.

Upgrade from V13r3 or V14r1 to V14r2 Recordings App

Compatibility

A V14r2 Recordings App can not be used in the V13r3 or V14r1 PBX and App Platform environment.

License Changes

Licensing is the same as version 14r1

Database Conversion

Databases from previous versions (13r3,14r1) will be converted automatically

Update App Object configuration

If upgrading from a previous version, the app object configuration in the PBX Manager must be invoked. Each app object configuration must be selected and "Ok"-ed for the new interoperation with App Service "Reports" to be set up. In detail these are: the websocket connection, the "reporting" app usage and the usage of the "Admin" and "Services" API.

Download recording

Once a recording is converted to .wav format, it can be downloaded. In version 14r2, this is done in a zip archive containing the wave audio file and a .pdf file containing the call information.

WebDav Access

WebDav access allows accessing the recordings database to download recordings in the original stored mode (pcap format). Clients such as WinSCP can be used for this purpose. In order to enable WebDav access credentials (username, password) must be configured in the RecordingsAdmin gui.

Note: When webdav access credentials are configured, the recording itself must be configured to use these credentials as well. For information on how to configure authentication for the recording clients, see Howto14r2:RecordingsApp#Configuring_WebDav_credentials_in_RecordingsAdmin

Encrypted Recordings

Recordings can be stored encrypted when in the Recordings Admin App in the settings tab a crypt key is configured. Encryption happens as long as a crypt key is configured, if it is deleted then the next reecordings are stored unencrypted. The crypt key is linked to the recording, so if the user changes this key the previous key must be remembered to access previously stored recordings with that key.

4 Eyes Access

This is an access mode where a user can only access the recordings when a "supervisor" is present and gives permission. The supervisor for access permission is configured in the recordings pbxmanager plugin. There, a dropdown list "Monitor" consisting of all the users on the pbx is given to select the supervisor. If a supervisor is configured the users Recordings App, upon start, contacts the supervisor and asks for permission.

Note: The supervisor must be present during the whole user sessions. If the supervisor closes his Recordings App, all permissions given to the users are revoked

Notes

To each recording textual notes can be added. To achieve this a part of the Connect application is invoked. Pressing the "Note" button on the recording entry opens a window beneath the entry where the connect app is invoked. Input and Handling of the notes is as in the connect app. Pressing the "note" button again closes the window. To enable this functionality the appropriate Connect application must be selected in the recordings pbxmanger plugin

Watermark

In order to guarantee the validity of a recording a watermark can be added. To enable watermarking it must be selected in the recordings pbxmanager plugin. Recordings that existed in the database prior to enabling the watermarking will also be marked. The validity of a recording can then be checked in the recordings admin app by pressing the "verify" button.

Troubleshooting

Recordings App Service

The App Service for Recordings App provides a log output on the App instance, after the Diagnostics option "App" is activated for the selected instance.

Additional Trace Level Options for the App Service are configurable via Recordings Admin App. These settings are available via an additional Menu in the upper right corner of the Recordings Admin UI:

• Recording - PCAP interface related traces, useful on issues with IP-Phone and Interface Media transmission from Endpoint to the App Service
• Call Information - traces related to the CDR information
• Conversion - traces for conversion process from VoIP codecs to WAV
• License - traces for on licensing issues
• GUI - traces related to the user interface of the Recordings App
• Connections - traces related to connections between RecordingsApp and PBX

The name of the Master PBX must be configured via the Recordings Admin App, otherwise a message PBX Name missing will be displayed.

PBX Configuration

• WebSocket connection from App Object to the Recordings App should show connected
• A correct configuration of the CDR interface is required for transmission of metadata to the App Service "Reports".
• In case the connection between recordings and App Service "Reports" is not successful, a red "broken link" and the message "Still initializing" is shown on top of the RecordingsAdmin and an entry in the event log will be added.

PCAP Recording Interfaces

• Check URL for PCAP Recording provided on the IP-Phone or VoIP-Interface of a VoIP Gateway
• A Trace with enabled HTTP-Client option should show a successful HTTP PUT Request towards URL of the Recordings Service PCAP interface (e.g. HTTPCLIENT WEBDAV_FILE_HTTP.2: PUT http://ap.company.com/company.com/recordings/Files/f9e5956e47d460010630009033302ab1-009033302ab1-11--username.pcap)

Related Articles

HowtoV14r2: Recordings App configuration

Known Problems

Destination number is not displayed correctly when overlap dialing is used

If overlap dialing is used on the hardwarephone, the destination number is only displayed in the RecordingApp with the first digit dialed instead of the full number. The SoftphoneApp does not dial using overlap dialing, therefore is not affected by this problem.
Workaround: Configure an enblock timeout of e.g. 3 seconds in the Phone/User[1-6] -> Enblock Dialing Timeout [s] at the hardwarephone for the corresponding user.