CallRex Call Recording Version 3.7 Administrator's Manual: Services & Troubleshooting FAQ - Telrex Manuals

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The Services subsection in the Configure provides configuration options for different services. The Status service runs on the primary CallRex server, while multiple copies of the Call Control, Call Conversion and Call Recording services may be deployed in a single location on multiple servers, or in multiple locations. A service is automatically added at the runtime.

A CallRex Call Recording deployment has four services:

• Call Control
• Call Conversion
• Call Recording
• Status (not editable)

In this section:

• Editing Services
  • CallControl Service
  • CallConversion Service
  • CallRecording Service
• Troubleshooting FAQ

Editing Services

You can edit all of the CallRex services except the Status service..

To edit a service:

1. Select Configure > Services in the navigation pane.
2. Select the service that you want to edit and click Edit. The Edit Service dialog box opens. The service type and IP address of the host or host name are displayed in the Service Details group box.
3. Make the required changes to the available options.
4. Click Save to save the settings for the service.

CallControl Service

Only editable controls are discussed here.

1. In the Service Details group box, select the type of PBX from the PBX Type list.
2. Enter the PBX IP address in the PBX IP Address field. This field is active for specific PBXs only.

CallConversion Service

Only editable controls are discussed here.

1. In the Storage Policy group box, enter the local storage location in the Local Storage Location field. This is the locatin on the server where the information is stored. Also, specify the percentage in the Notify when drive is: % full. This enables a notification to be sent to the configured email address if the local storage reaches the specified limit.
2. In the Storage Policy group box, select the Transfer files to a remote storage location check box to transfer the files to a remote storage location.
3. In the Storage Policy group box, enter the remote storage location's UNC path in the Remote Storage Location field.
4. Enter the user name in the User name field. The user name must be entered as: DOMAIN\username or WorkgroupMachineName\username.
5. Enter the password in the Password field.
6. Select the Transfer immediately after recording check box to transfer the recorded files to the specified storage location immediately.

Note: If you select the Transfer immediately after recording check box in the Storage Policy section, the Schedule section is not available.

Or

In the Schedule group box, specify a schedule to transfer the recorded files to the specified storage location. To set a schedule:

1. Select a start time for the schedule from the Start Time list.
2. Select the check box corresponding to the days of the week to run the schedule.

CallRecording Service

Only editable controls are discussed here.

1. In the Service Details group box, select the type of PBX from the PBX Type list.
2. In the Service Details group box, enter the PBX IP address in the PBX IP Address field. This field is active for specific PBXs only.
3. In the Associated Services group box, select a call control service address from the Call Control Service list.
4. In the Associated Services group box, select a conversion service address from the Conversion Service list.
5. In the Storage Policy group box, enter the local storage location in the Local Storage Location field. This is the location on the server where the information is stored. Also, specify the percentage in the Notify when drive is: % full. This enables a notification to be sent to the configured email address if the local storage reaches the specified limit.
6. In the Call Options group box, select the Flag Calls when on hold for greater than __ minue(s) check box and specify time in minutes in the text box.
7. In the Call Options group box, select the Flag Calls that are abandoned by caller when on hold check box.
8. In the Call Options group box, select Add beep tone and one second delay to mark holds check box.

Note: The Call Options settings are grayed out if the PBX type is set to anything other than Cisco.

To delete a service:

1. Select the service to be deleted. You need to make sure that the service is uninstalled properly before deleting.
2. Click Delete. A confirmation message is displayed.




3. Click Yes to delete the service.

Troubleshooting FAQ

Q: After I configured the Call Conversion service to transfer calls to a remote server, my calls are not transferring to the location I specified. What are the possible causes for this problem?

A: If the calls are not transferring, but can still be played back or exported through the CallRex Client, then you need to double-check the login information and UNC path you entered when you configured the transfer options. You CANNOT use a mapped drive to store transferred recordings.

If the calls are not transferring and cannot be played through the CallRex Client, then check the folder permissions on the directory you specified as the target in the Call Conversion service.

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