VON@Link
TeamRecord
v1.2 for Windows
VON@Link
TeamRecord
v1.2 for Windows
Last updated: Feb. 20, 2009
1 Introduction
1.1 Who should read this guide
1.2 Conventions
1.3 System requirements
1.4.1 Verifying NTFS driver/partition
1.4 Installation
1.4.1 Installing IIS on Vista
1.4.2 Installing IIS on XP Pro, 2003, or 2000
1.4.3 Installing TeamRecord
1.4.4 Updating an installation
1.5 Obtaining an evaluation serial number
1.6 Codecs2 Network setup
2.1 Using a hub for 6 phones or less
2.2 Using port mirroring on a managed switch for more than 6 phones
2.2.1 Configuring port mirroring on a switch3 Configuring the web server
3.1 Configuring IIS 7
3.1.1 Verifying IP address binding
3.1.2 Creating the scripts virtual directory
3.1.3 Setting up permissions
3.2 Configuring IIS 6 and 5
3.2.1 Verifying IP address binding
3.2.2 Creating the Scripts virtual directory (if required)
3.2.3 Verifying settings for Scripts virtual directory
3.2.4 IIS 6.0 Web Service Extension
3.2.5 IIS 6.0 Running IIS 5.0 isolation mode
3.2.6 XP Pro Firewall
3.3 Configuring other web server
3.3.1 Apache4 Accessing the TeamRecord Web Application
4.1 Web address
4.2 Login
4.3 Changing the password5 Network cards
5.1 Include subnet in discovery
5.2 Exclude IP address from discovery
5.3 Subscription service6 Managing phones
6.1 Discovering phones
6.2 Adding a phone
6.3 Listing phones
6.4 Login as
6.5 Editing a phone
6.6 Deleting a phone
6.7 Advanced phone options
7 Setting record options
7.1 Record remote callers
7.2 Checking disk space8 Log
9 Managers
9.1 Adding a Manager
9.2 Listing Managers10 Licensing
11 Deleting recordings
Appendix A HTML Template Customization
Appendix B Resetting the Administrator PasswordAppendix C Setting Vonage sound quality
Appendix D Disabling sleep mode on Vista
Appendix E Capturing a network trace
This guide is for persons responsible for installing and administrating VONaLink TeamRecord on Windows Server 2003, Windows XP Professional and Windows 2000.
Read answers to frequently asked questions at www.vonalink.com/faq
Unless otherwise stated:
Windows Server 2003 and XP Professional are based on Windows 2000, so many of these concepts are the same. The default appearance of Windows XP Professional is different from Windows 2000 but these differences are purely cosmetic. Where there are real differences, it will be noted.
Bring up the Computer Management window by selecting the menus: Control Panel > Administrative Tools > Computer Management. Click on Disk Management under Storage. This will display whether the drive or partition is NTFS or FAT.
TeamRecord must be installed on a NTFS drive or partition.
TeamRecord requires the use of a web server. It may be Microsoft Internet Information Server (IIS), or other web server such as Apache.
If IIS is to be used, IIS should be installed before installing TeamRecord.
If you are using one of the following, IIS is installed by default.
If you are using one of the following, IIS is not installed by default.
1. Go to Control Panel > Program and Features
2. On the left panel, click on Turn Windows features on and off
3. Select Internet Information Services checkbox.
4. Under World Wide Web Services, expand
Application Development Features and select the CGI checkbox.
5. Click OK.
IIS is installed by default for Server 2003 Web Edition and 2000 Server.
To install IIS on Windows Server 2003, go to Control Panel > Add/Remove Programs > Add/Remove Windows Components. Select Application Server > Internet Information Server for installation.
To install IIS on XP Professional or Windows 2000 Professional, go to Control Panel > Add/Remove Programs > Add/Remove Windows Components. Select Internet Information Server for installation.
|
If you are using Vista, power saving sleep mode must be disabled. |
When TeamRecord is already installed and you wish to update the installation, you do not need to un-install. Run VLteamSetup.exe on top of the previous installation. Recordings and configuration are maintained.
Before you can use TeamRecord, you must obtain an evaluation serial number. An evaluation serial number may be requested at www.vonalink.com/download
VoIP phone calls use a variety of algorithms, known as codecs, to encode speech packets. Only G711 codec is supported. If Vonage is your provider, see Appendix C Setting Vonage sound quality.
TeamRecord works by unobtrusively monitoring network packets as they travel between your phone and VoIP provider. The network setup depends on the type of VoIP phone that you have. For 6 phones or less you could use a 8 port hub. For more than 6 phones, you will need a network switch with SPAN or port mirroring capability.
If your computer has 2 network adapters, TeamRecord can monitor both of them.
Using TeamRecord on a wireless network is not supported.
A network hub is a "dumb" device that allows computers connected to the same hub to read all packets that flow through the hub. Because of this, TeamRecord running on one computer can read the network packets destined for a phone plugged into the same hub. In contrast, a unmanaged network switch is a "smart" device that improves performance by allowing packets between the specified sender and receiver only, so network monitoring is not possible.
The price of a hub is less than that of a unmanaged switch. Because the cost difference between a hub and unmanaged switch is small, and most people prefer the performance of a unmanaged switch, most computer stores stock unmanaged switches. You will need to shop at a store that carry a wide range of network devices to find a hub. Some models are listed on the Support page.
Ports on a router are
switched, so a hub is still needed.. 
A IP phone resembles the typical home phone, but connects directly to a network. A soft phone is a software program that runs on your computer and uses the
connected microphone and headset.
Managed or smart network switches typically have a feature known as port mirroring, port monitoring, or Switched Port Analyzer (SPAN). The network switch is configured such that all traffic from the port designated as the Observe (source) Port is mirrored to the port designated as the Analysis (target) Port. Some models are listed on the Support page.
The following diagram shows the TeamRecord server as having 2 network adapters (NIC). It is possible to have only one adapter and connect it to the Analysis Port of the switch, but the TeamRecord server is then isolated from the rest of the network. To allow TeamRecord server access to and from the rest of the network, a second adapter is needed.
If 2 network adapters are used, set the network adapter used for monitoring with a static IP address.
Follow the steps in the User Guide for your network switch to enable port mirroring. Many of today's switches allow configuration via a web browser. For the Source Port, choose the port that connects to your PBX or broadband. For the Target Port, choose the port that connects to the TeamRecord server. Choose to mirror both send and receive packets.
s
TeamRecord uses Microsoft IIS, or another web server such as Apache.
During installation, the file teamrecord.exe is copied into the scripts directory of IIS (i.e. C:\InetPub\scripts).
IIS 7 is shipped with Windows Vista.
3.1.1 Verifying IP address binding
1. Open
Control Panel > Administrative Tools > Internet Information Services (IIS) Manager.
2. On the left panel, expand the tree until you see Default Web Site
under Web Sites.
3. Right click on Default Web Site and select Edit bindings.
4. Verify that the IP address is set to *.
If for some reason, you could not set the IP address to All Unassigned, or the web server is not responding at IP address 127.0.0.1, do the following:
1. Use Notepad to create the file \vonalink\cfg\adminIP.cfg
2. Edit the file to have 1 line as follows:
CHECK_IP=N
This will allow you to access the TeamRecord Web Application to do administration without having to use the IP address 127.0.0.1.
3.1.2 Creating the scripts virtual directory
Right click on Default Web Site and select Add Virtual Directory.
Enter scripts as the Alias. For Physical path, browse or enter C:\inetpub\scripts. Click OK.
Double click on Handler Mappings from the Feature View.
On the right panel, click on Edit Handler Permissions.
Select the Execute checkbox. Click OK.
The CGI-exe handler will be displayed under Enabled.
On the left panel, click on the server. From the middle panel Features View, double click on ISAPI and CGI Restrictions.
From the Actions panel, click on Add.
For CGI path, browse or enter C:\inetpub\scripts\teamrecord.exe. For Description, enter TeamRecord. Select the Allow extension path to execute checkbox.
TeamRecord will show up in the list as Allowed.
3.2.1 Verifying IP address binding
1. Open
Control Panel > Administrative Tools > Internet Information Services (IIS) Manager.
2. Double click on Web Sites to expand it. Right click on
Default Web Site and select Properties.
3. Verify that the IP address field is set to All Unassigned.
If for some reason, you could not set the IP address to All Unassigned, or the web server is not responding at IP address 127.0.0.1, do the following:
1. Use Notepad to create the file \vonalink\cfg\adminIP.cfg
2. Edit the file to have 1 line as follows:
CHECK_IP=N
This will allow you to access the TeamRecord Web Application to do administration without having to use the IP address 127.0.0.1.
3.2.2 Creating the Scripts virtual directory (if required)
The IIS installation for Windows 2000 creates the Scripts folder under Default Web site by default. Proceed to 3.2.3.
The IIS installation for Windows Server 2003 and XP Professional do not create the Scripts folder under Default Web site by default. To create a virtual directory under Default Web Site, right click on Default Web Site
Click on New > Virtual Directory to open the Virtual Directory Creation Wizard. Click on Next.
Enter Scripts as the alias name. Click on Next.
Enter c:\netpub\scripts as the directory. Click on Next.
Enable only Execute access permission. Click on Next and then Finish.
3.2.3 Verifying settings for Scripts virtual directory
Verify that the IIS has been configured to recognized that the scripts directory contains executable files.
Bring up the Information Services Manager by selecting the menus: Control Panel > Administrative Tools > Information Services Manager.
Notice that teamrecord.exe is inside the Scripts folder. Right click on the Scripts folder and select Properties to open the Scripts Properties window:
Notice that the Local Path is C:\inetpub\scripts and that Execute Permissions is set to Scripts and Executables.
3.2.4 IIS 6 Web Service Extension
IIS 6, shipped with Windows Server 2003, introduces an additional level of security called Web Service Extensions. Right click on Web Service Extensions and select Add a new Web service extension.
Enter Vonalink as the Extension name. Add C:\Inetpub\scripts\teamrecord.exe to list of required files. Select the Set extension status to Allowed checkbox. Click on OK.
The Vonalink Web Service Extension should be added and its status should be Allowed.
3.2.5 IIS 6.0 Running IIS 5.0 isolation mode
On Windows Server 2003, you may need to run IIS in 5.0 isolation mode. From IIS Manager, right click on Web Sites and select Properties. Go the Service tab. Select the checkbox Run WWW service in IIS 5.0 isolation mode, and click OK.
3.2.6 XP Pro Firewall
If TeamRecord is installed on Windows XP Pro Service Pack 2 or later, you will need to configure Windows Firewall to allow incoming HTTP and/or HTTPS traffic.
1. Go to the Windows Control Panel.
2. Click on Windows Firewall.
3. Switch to Advanced tab.
4. Click on Settings for Network Connection Settings
5. Enable the services Web Server (HTTP), and/or Secure Web Server
(HTTPS) if applicable.
6. Click on OK.
Apache is a widely used, open source web server that may be downloaded free. The following steps are based on Apache v2.0.55.
1. Select the menu Start > All Programs > Apache HTTP Server 2.x > Configure
Apache Server > Edit the Apache httpd.conf Configuration File
2. If you wish to use a port other 80, edit the following line to specify the
port number:
Listen 80
3. Locate the ScriptAlias section and add the line:
ScriptAlias /scripts/ "C:/InetPub/scripts/"
4. Save httpd.conf
5. Select the menu Start > All Programs > Apache HTTP Server 2.x > Control
Apache Server > Restart
The TeamRecord Web Application can be used with a standard web server or a secure (SSL) web server.
The only difference between the two addresses is the protocol – http or https. For https to work, your web server must be configured with a digital certificate obtained from a Certificate Authority (CA) such as Verisign or Thawte. Read your web server documentation on how to do this.
You will probably want to setup a link to the above address from one of your web pages to make it easy for users.
To login from the same machine that TeamRecord is installed, use:
To start things off, a TeamRecord administrator has already been created. The user name is admin and the password is vonalink. Login to TeamRecord with this user. User names and passwords are case sensitive.
During the first login to
TeamRecord as admin, you must change the
password.
Since all TeamRecord systems start with the same initial password for admin,
failure to change the password on your TeamRecord system will allow
unauthorized access.
Click on the Preferences link. Type in a new password in the password fields and click on Save Preferences.
If your server has multiple network interface cards (NIC), you can select which ones to monitor. By default, TeamRecord will monitor up to 2 cards.
Log into TeamRecord as admin, click on Administration link. For security reasons, network configuration is available only if you access TeamRecord from the local machine:
Unselect the Monitor checkboxes of any NIC that you do not wish to monitor, and click on Save Network Configuration. Changes will take effect after you reboot, or if you manually re-start the VONaLink Packet Monitor Service.
By default, phones with IP addresses in the same subnet as the monitoring network card will be discovered. For example, if the IP address of the network card is 192.168.0.100, phones with IP address starting with 192.168.0 will be discovered. To include phones from other subnets, enter the subnet and click on Include Subnet.
If your PBX is on the same subnet as the phones, the PBX must be excluded from the discovery process. Enter the IP address of the PBX and click on Exclude Address.
TeamRecord provides an optional mechanism for ScreenPop and custom client application to receive notification of call events. Specify the TCP/IP port to which clients can connect, and click on Save Port.
For security reasons, a client is allowed to connect to the Subscription service only if its IP address is in the allow list. Enter a IP address or a IP subnet, and click on Add Client IP Address.
Log into TeamRecord as admin, click on Administration link. For security reasons, phone management is available only if you access TeamRecord from the local machine:
To show the list of discovered phones on your network, click on Discover link. If a connected phone is not displayed, make an outbound call on that phone and then refresh the web page.
By default, phones with IP addresses in the same subnet as the monitoring network card will be discovered. For example, if the IP address of the network card is 192.168.0.100, phones with IP address starting with 192.168.0 will be discovered. To add other subnets, see Include subnet in discovery.
Click on the link under the Phone column to add a discovered phone using its phone number. This is the preferred method.
| Type | Typically, you specific a phone as a Handset. However, if
all the
handsets are remote and you are recording a PBX, select PBX and
enter the number of lines that the PBX will handle. Each line requires a
TeamRecord phone license. This option is not visible by default. |
| Phone | Specify the phone number of the phone or PBX. |
| Associated phone | Some VoIP providers such as Packet8 use different phone numbers for incoming and outgoing calls. Specify the associated phone number of the phone. Not applicable for PBX. |
| Provider | Specify the provider of the VoIP service. If your provider is not listed, choose Other. |
| IP address for audio | This field is used only in the special case where the IP address of the audio packets is different from the phone's IP address. |
| Location | Specify the location of the phone. This can be any text. |
| Group | Optionally assign a phone to a group. The group name cannot contain spaces. Managers may be setup to access certain groups of phones only. Using the API, all phones in a specific group may be deleted. |
| Phone is outside LAN | Select this checkbox if the phone is not within your local area network (LAN) but your PBX is. |
| Record incoming calls | Select this checkbox to record incoming calls. |
| Record outgoing calls | Select this checkbox to record outgoing calls. |
| Allow start/stop API | Select this checkbox to allow recording to be started and stopped via API |
| Record frequency | Specify how often calls should be recorded. |
| Retention | Specify the number of days that recordings shall be retained. Leave blank for indefinite. |
| Allow login | Select this checkbox if you want to allow a user to login to TeamRecord using the phone as the user name. |
| Password | If Allow login is selected, specify a password. |
Click on Add Phone.
Below the Add Phone section of the page is a table showing current phones, if any.
From the list of phones, click on a link under the Phone column. The allows the administrator to login as a specific phone without entering a password.
From the list of phones, click on the Edit link for a phone.
See User Guide.
From the list of phones, click on the Delete link to remove that phone.
| Click to call | Select this checkbox to display a Call link. See User Guide. |
| Listen to recording from phone | Select this checkbox to allow recordings to be played back on the
user's phone.
For this to work on a standard SIP phone, your phone must accept calls using direct IP addressing. Phones or phone adapters that are locked to a specific provider may not work using direct IP addressing. See Users Guide. |
| Allow add/delete phone API | Select this checkbox to allow phones to be added or deleted via API |
Click on Save Advanced Phone Configuration.
Log into TeamRecord as admin, click on Administration link, followed by the Record link. For security reasons, record options are available only if you access TeamRecord from the local machine:
| Ignore calls with phone numbers shorter than ... digits | To ignore internal calls, enter a number larger than the length of an extension number. Leave this field blank to accept any length. |
| Case insensitive phone ID | Select this checkbox if your phone IDs contain alphabetic characters and your PBX allow case insensitive phone IDs. |
| Record all remote | Select this checkbox to record inbound calls from all remote callers. Unselect this checkbox if only certain remote callers should be recorded. The latter option is useful if the remote name represents a queue name and you want to record calls only to that queue. |
| Allow start/stop API | Select this checkbox to allow recording to be started and stopped via API |
| Add tag to file name | The record start/stopped
API allows you to associate a tag with the
current call. Select this checkbox to include the tag in the filename.
Do not include a hyphen in the tag.
For example, if the phone ID is jsmith and the tag is 123, the file name would look something like this:
|
| Maximum duration | Specify the maximum duration of a recorded call in minutes. |
| Formats |
Choose between WAV or a compressed audio format. The minimum amount of disk space per minute is 250 K. Recordings are in stereo, with each caller on separate channels. This allows you to open the audio file in a sound editor such as Audacity and listen to the channels separately. |
| Save audio in Z I P file | Select this checkbox and enter a password if you wish to save the audio file within a password protected file. |
| Calls folder | Specify the local folder where recordings will be saved. You may wish to specify a folder on another local disk drive with more free space. |
| Pre record URL | Specify the URL to call before recording. |
| Post record URL | Specify the URL to call after recording is completed.. |
Click on Save Record Configuration.
If Record all remote checkbox is unchecked, specify the list of remote callers to be recorded. This is useful if the remote name represents a queue name and you want to record calls only to that queue. You can also create a Manager that is allowed to see only calls from specific queues.
It is vital that sufficient free space is available in calls folder. The amount of free space is displayed in the upper right corner of the Calls page. If the amount of free space is less than 1 GB, the display is shown in red.
Log into TeamRecord as admin, click on Administration link. A log file is created for each day of the week. The log for each new day overwrites the one from one week ago. In this way, you have the last 7 days of logs without having to manually attend to them.
You can also see the log files using Windows Explorer. The files are located under installDrive:\vonalink\log folder. The files are named as vona-N.log where N is from 0 to 6. For example, Sunday's log is vona-0.log.
Managers are a class of users that
Login to TeamRecord as admin, click on Administration link, followed by the Managers link.
| Login | Login name |
| Password | Initial password |
| Delete call | Select this checkbox if this Manager is allowed to delete calls |
| Show these groups only | If the Manager is allowed to see only calls from specific groups of phones, enter the names of the groups, separated by space. |
| Show these remote callers only | If the Manager is allowed to see only calls from specific remote
callers, enter the remote number or name. This is useful in a call
center where the inbound queue name is in the remote name of the call.
For example, if the Manager is allowed to see calls from queues:
ENGLISH SUPPORT enter ENGLISH SUPPORT/SPANISH SUPPORT Note the / that is used to separate the two names. |
Click on Add Manager.
Below the Add Manager section of the page is a table showing current Managers, if any.
Log into TeamRecord as admin, click on Administration link, followed by the License link. For security reasons, licensing is available only if you access TeamRecord from the local machine:
This page shows the ID of your computer as generated by TeamRecord. A TeamRecord serial number is associated with a particular computer. You will be asked for computer ID from this page when purchasing TeamRecord.
TeamRecord is licensed by the number of phones. To record more phones, purchase additional licenses and you will be provided with a new serial number. Enter the new serial number and click on Enter Upgrade Serial Number.
If
your evaluation has expired and you cannot login to TeamRecord to read the
Computer ID, look in:
\vonalink\cfg\id.cfg
Only admin or Managers with delete call capability can delete recordings. Select the checkbox next to a call and click Delete Selected Calls Permanently.
The page that you see in the Web Application is generated from a HTML template that you can customized. The template is named TeamRecordTemplate.htm and it is found in \vonalink\htm.
Before you change the standard template, it is recommended that you make a backup copy of it. If you comfortable with editing HTML, you can use a text editor to modify the template. Otherwise, use a visual HTML editor. The standard template has an embedded style sheet for controlling fonts and the color of table headings.
TeamRecord defines three comment tags to indicate the position of dynamic content.
| <!VL-USER> | Shows the user name |
| <!VL-TIME> | Shows the time |
| <!VL-BODY> | Shows the body |
Note: Keep the length of each line under 500 characters.
In the event that everyone forgot the password for the user admin, the password can be reset to the default password of vonalink.
PASSWORD=e6fffef1fcf9fefb
1. Login to your Vonage web account
2. Click on Features
3. Locate Bandwidth Saver, click on Configure
4. Select 90 Kbps - Highest Sound Quality and click on Submit
If your computer goes into sleep mode to save power, this interferes with network packet reading. To disable sleep mode, go to Windows Control Panel > Power Options. Select High performance.
Click on High performance Change plan settings to verify that Put the computer to sleep is set to Never.
The procedure is performed only if requested by VONaLink technical support.
1. Open up a Command Prompt window (Start menu > Accessories > Command
Prompt)
2. Type:
cd \vonalink\bin
3. Type:
vonapkt trace on
4. To get current trace state, type:
vonapkt trace
5. Wait 15 seconds. Talk on your VoIP phone. Hang up.
6. Type:
vonapkt trace off
7. A file with the pcap extension is saved in \vonalink\log\trace. If
the file is large, compress it using
7-zip or
Winzip.
8. Send the file to Technical Support
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