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 To open Comm Suite 'Setup' you click the 'Comm Suite Setup' link on Oak 'Quick Launch' (located in the'Tooltray'). |
 The default login is 'Supervisor' with the password 'red'. |
 Select 'Telephone System' from the 'Standard Settings' (upper left of the window)... |
 ... and double-click the 'Site' shown in the main pane. The 'Site' configuration details will now open - select the 'Call Recording' tab. |
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'Tapping Type' offers you two options:
The 'Rescan Hardware' button is provided to enable you to add call recording devices without the need for re-starting the PC... The 'Undo' button removes any devices added by a'Rescan'. ♣ Note: The 'Oak Call Recorder' service is automatically stopped while the 'Rescan' is running but is re-started as soon as the process ends. ♣ Note: If you have two 'Comvergent' USB units connected, although there are two physical boxes they will appear as a single entry in the 'Hardware' table The only portions of the 'Hardware' tab that will require user input is the 'Port to Line Mapping' fields, which are used to set up the correlation between the ISDN channel and the 'Line' number presented by the 'Switch' and the 'recordable' field. You have the option of configuring each'Port/Line' with the following options:
By default, all the 'Port' numbers will be set to 'All'. If you have a large number of 'Ports' to configure with the same setting, you can use the 'Set all recordable to' field at the bottom of the tab to configure all the 'Port' settings 'en masse'... |
If you are installing record X Standard, then you should tick the 'Recorder to Generate SMDR' check box. You have now finished.If you are installing record X Premium or Enterprise, you will want to read the rest of this page.
In the majority of installations, the default settings will provide a sufficiently high level of 'Matching',however certain phone systems may require slightly different settings. For example, if the call 'Duration' given by the phone system differs markedly from the length of the'Call Recording', then either the 'Tolerance' would have to be increased, or 'Duration' removed (set to'False' in the 'Enabled' field). If you select the 'Phone/CLI' option, the Digit Stripping on the next tab should also be configured.
These are the default settings for 'Positive Match...'(90%) and 'Rematch if...' (50%) ♣ Note: In the case of a large site with very high call volumes we would suggest the 'Positive Match...' field figure be reduced to prevent too many 'Call Records' being held in the 'Possible Rematch' stack ('Call Records'waiting to see if a better [closer] 'Match' is outputted by the phone system). Based on the default settings, any call with a 'Match' equal to or greater than 90% will be marked as'Matched'. Calls between 50 and 90% will be marked as having 'provisionally' matched but will be held in a stack to see if a better 'Match' comes along. Calls with a matching figure below 50% will remain in the stack as 'Unmatched'. At the end of the day, this stack will be processed and 'provisional' matches moved to the 'Matched'records and the remainder (those below 50%) that have not been matched will remain as'Unmatched' calls.
'Match Unconnected Calls' is normally left unchecked. This feature would only be needed if the'Supervisor' wished to listen to background conversation while the call was ringing. 'Match Calls in Store' should only be used in exceptional circumstances if advised by an Oaksi Technician. A very small number of phone systems will not output a 'Call Record', even though the call has ended, until another call comes in on the same 'Line/Channel'. This means it cannot be matched directly from the 'SMDR' data, only from within the 'Calls in Progress' data. |
The 'General' setup tab defines the following:
When 'recordX' is installed, the software automatically detects the type of USB unit or PCI card. The only change you may have to make is to the actual number of 'Channels' being used.
The 'Matching' (call matching) tab is provided to enable the engineer to 'fine-tune' the 'record X'system.
How does Call Matching work?
'Call Matching' is based on a complex but highly flexible series of algorithms that attempt to match a 'Call Recording' to the 'Call Record', which is held in a database. You need to be aware that the 'Call Recordings' and the 'Call Records' are derived from totally separate sources:
- Call Recording - is recorded directly off the 'ISDN' or extension.
- Call Record - this is gained from the phone systems SMDR/CDR output and is totally divorced from the 'Call Recording'.
From the foregoing you can see that if the SMDR/CDR time stamp differs significantly from the ISDN/PC combination, then matching records will already become more complicated. A phone system's interpretation of a call 'Duration' can be wildly at odds with the actual 'Duration' of the 'Call Recording' leading to further problems when attempting to match the two disparate elements together.
Only 'Match Criteria' set to 'True' are used as part of the 'Matching' process, which in the normal course of events would be four 'Criteria', but in some cases three may suffice. The number of 'Criteria' needed are entirely dependent on the degree of detail and accuracy of the phone system's SMDR/CDR output.
There are three different types of 'Criteria':
- Time based - 'End Time', 'Duration', 'Talk (time)' and 'Ring (time)', which can be subject to a 'Tolerance' setting to allow for timing differences (see note below)
- Match - 'Phone/CLI' & 'Line', will produce a Yes or No result based on match or no match
- Direction - either 'Incoming' or 'Outgoing'.
♣ Note: any value entered into the 'Tolerance' field is plus or minus so it is applied on either side of any given 'Time', e.g. T - 10 secs to T + 10 secs gives a window of 20 seconds.
The order in which the 'Criteria' are shown in the table dictates their priority. For example the priority in the screen-shot is set to:
- End time
- Phone/CLI
- Duration
- Direction
The remaining three fields are set to 'False' and are therefore not used as part of the 'Matching' process. Each field is allocated a number that relates to their position in the 'Priority' table, with the bottom entry always being '1':
Four 'Criteria' 1st Criteria = 4 (40%) 2nd Criteria = 3 (30%) 3rd Criteria = 2 (20%) 4th Criteria = 1 (10%) Total = 10 = 100% | Three 'Criteria' 1st Criteria = 3 (50%) 2nd Criteria = 2 (33.3%) 3rd Criteria = 1 (16.6%) Total = 6 = 100% |
As you can see, if four 'Criteria' are used, the first 'Criteria' field in the table accounts for 40% of the 'Call Matching' score and in the second example it represents 50%. If we were to take 'End Time' being used in a four 'Criteria' 'Matching' system, where 'End Time' is the top entry in the table as an example:
The following tables shows how as the 'Relative Time' moves further from the 'Tolerance' period, the 'Matching' percentage for 'End Time' drops quite significantly from 40% of the 'Matching' total down to 10% if a 'Call' is 30 seconds outside the 'Tolerance' period.
Actual Time | 11:59:30 | 11:59:40 | 11:59:50 | 12:00 | 12:00:10 | 12:00:20 | 12:00:30 |
Relative Time | T - 30 sec | T - 20 sec | T - 10 sec | T | T + 10 sec | T + 20 sec | T + 30 sec |
'Criteria' % | 25% | 50% | 100% | 100% | 100% | 50% | 25% |
'Matching' % | 10% | 20% | 40% | 40% | 40% | 20% | 10% |
Here is an example of a 'Call' which scored an 85% 'Match' and would therefore be considered a 'Provisional Match' and would be held in the 'Unmatched Calls' table until the end of the day.
| Recording | SMDR | Difference | Score |
End Time | 16:28:39 | 16:28:39 | 0:00:00 | 4 |
Phone | 07746969*** | 07746969*** | Match | 3 |
Duration | 03:06 | 02:46 | 00:20 | 0.5 |
Direction | Out | Out | Match | 1 |
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| 8.5 = 85% | |
♣ Note: The 'End Time' (the time the 'Recording' stops shown by the PC clock) used for the 'Call Recording' is taken from the PC where the 'Call Recording' unit/card is located. The 'Call Record' 'End Time' is taken from the point at which the call completion SMDR/CDR data is outputted from the phone system. Since both the 'Call Recording' and 'SMDR' processing is performed on the same machine, the time difference should be minimal.
If the phone system is an 'Alcatel OXE' or similar, which buffers the events so the 'Timestamps' in the SMDR/CDR will not be the same as the actual event time, the phone system 'Timestamp' should always be used. From the foregoing, you can see that it is essential that both the PC and phone system are set to show the same time.
