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AltiWare ACM 5.1 Administration Manual 111
C
HAPTER
9
Call Recording Configuration
This chapter is relevent only if your system is using AltiWare ACM edition. AltiWare ACC
edition does not support centralized call recording.
To use the centralized call recording function, make sure the following requirements are
met:
• You need an ACM centralized recording session license. This is a concurrent session
license. It regulates how many recording sessions are being used at the same time.
• It is recommended that you have a separate storage server to store recorded files.
• Recorded files (64Kbps PCM format) can be managed by the VRManager (licensed)
application or can simply be saved and played with VRPlayer (free).
• If your system has a multi-chassis configuration and AltiGateway needs to transmit
recorded files to a storage server, you need to set up an FTP server to facilitate the
file transfer. You do not need to set up an FTP server for a single chassis (all-in-one)
installation.
• If an agent is using an IP phone and recording is turned on, the system will use a
recording channel on a VoIP board to process the recording session. The IP phone
will occupy a codec channel on the VoIP board to allow the recording channel to tap
into the conversation. You need to make sure that the AltiServ that agents belong
to (and the AltiGateway for a multi-chassis installation) have adequate VoIP codec
channels to record conversations. The basic guideline is to have one codec channel
per agent.
• Because recording files requires a large amount of disk storage space, NAS (Network
Attached Storage) system is recommended, unless VRManager is used.
Description of the Recorded File Name
The recorded file name contains the following information:
• R!mmddyyyy_hhmmss!callerID!calleeID!workgroupID!DNIS!sessionID!R
• mmddyyyy_hhmmss is the time stamp when the recording starts
• callerID is the caller ID or extension number. It could also be:
• bgn for barge-in call
• sm for a silent monitor call