Avaya IP Office Phone Manager User manual

IP Office - Job Aid

Voicemail Pro Manual Call Recording

Summary

Once Voicemail Pro is installed, users are able to trigger manual call recording via

there phone or through the IP Office applications. This document looks at the

various methods that can be used and at those settings avaiable to adjust how

manual call recording operates.

For details of automatic call recording, refer to "Job Aid 062: Voicemail Pro Auto-

Recording".

076 Issue 1 (2nd December 2003)

Voicemail Pro Manual Recording Introduction

Voicemail Pro Manual Call Recording Page 2

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Voicemail Pro Manual Recording

Introduction

Voicemail Pro can be used to record calls where the call recording is

manually triggered by a user.

• Advice on Call Recording (AOCR):

Depending on the IP Office's location, it may be a local or national

requirement to warn those involved in a call that they are being

recorded. One method to do this is to enable the AOCR message

provided by the Voicemail Pro server.

• Conference Capacity:

Call recording utilizes conferencing and so is subject to the available

conferencing capacity of the IP Office system.

• Recording Duration:

Recording is limited to the maximum message length set on the

Voicemail Pro system.

• Recording Auto End:

Recording is automatically stopped if the call being recorded is parked

on put on hold. If a conference call is being recorded, recording

automatically stops when a new party joins the conference.

• Customization:

The recording process can be customized to alter where the recordings

are placed. See "Customising Manual Recording" on page 7.

Voicemail Pro Manual Recording Manager Configuration

Voicemail Pro Manual Call Recording Page 3

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Manager Configuration

Recording Destinations

Manager can be used to specify where recordings triggered by a user are

placed.

1. Within IP Office Manager, click on to receive the IP Office's

configuration.

2. Click on User to display the current entries.

3. Select and double-click on the entry for which you want to alter the

manual recording destination.

4. Select the Voice Recording tab.

5. In Manual Recording Mailbox use the drop-down list to select which

mailbox should be used to contain recordings triggered by the user.

6. Click on OK.

7. Click on to send the configuration back to the IP Office. If user, hunt

group and/or account codes were the only changes made, select

Merge Config.

Recording Indication

Some Avaya telephones indicate when a call is being recorded by

displaying REC. This can be suppressed by switching on the Manager

setting System | System | Hide auto record.

Voicemail Pro Manual Recording Voicemail Pro Configuration

Voicemail Pro Manual Call Recording Page 4

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Voicemail Pro Configuration

For default auto-recording operation, no additional configuration of

Voicemail Pro is required following installation. The only option that may be

required is the "advice on call recording" prompt.

• The prompt is the file "aor_00.wav". This is located in the appropriate

c:\Program Files\Avaya\IP Office\Voicemail Server\WAVS sub-folder

for each language on the Voicemail Pro server.

Additionally the maximum recording time is controlled by the maximum

message length setting for Voicemail Pro. This can also be adjusted.

1. Within Voicemail Pro, click on or select Administration |

Preferences | General.

2. Click on Play Advice on Call Recording to switch this option on

(ticked) or off (unticked).

3. Adjust the maximum recording length using Max. Message Time

(secs).

4. Click on OK.

5. Click Save & Make Live.

Voicemail Pro Manual Recording Triggering Manual Call Recording

Voicemail Pro Manual Call Recording Page 5

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Triggering Manual Call Recording

Phone Manager Pro

Users can trigger call recording using Phone Manager Pro.

When on a call, press F5 to start recording or select Function | Start

Recording.

To end recording select Function | Stop Recording.

For Phone Manager Pro users working in Agent mode, the and

actions are also shown as buttons on the Phone Manager Pro toolbar.

SoftConsole

SoftConsole users can manually trigger recording using the button on

the toolbar or by selecting Action | Start Recording.

This action toggles and so is also used to stop recording.

2030/2050 Telephones

During a call, users of these phones can press SCROLL and then

•RECORD to trigger manual recording.

4400 and 6400 Series Phones

Phones in these series with a Menu key can manually trigger call recording

by selecting Menu | Menu | Func | Recor.

Using DSS Keys

The call record function can be programmed against a DSS key.

To set a DSS key for manual recording:

1. Open Manager and select the user.

2. On the Button Programming tab, select the required DSS key and for

the Action select Advanced | Call | CallRecord.

3. Merge the new settings back to the system.

To use the DSS key:

1. Place the current call on hold and then press the DSS key.

2. The held call is reconnected and recording is started.

Voicemail Pro Manual Recording Triggering Manual Call Recording

Voicemail Pro Manual Call Recording Page 6

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Using Short Codes

The shortcode feature "CallRecord" can be used to trigger recording of

calls to Voicemail Pro.

To record your own calls

The following example shortcode can be setup as a user shortcode or a

system shortcode. In either case it will trigger recording into the user's

designated mailbox.

To use the shortcode, place the call on hold and dial *95. The call is

automatically reconnected and recording begins.

• Shortcode: *95

• Telephone Number: Blank

• Line Group ID: 0

• Feature: CallRecord

To record other calls

The following is an example shortcode for recording a call involving a

specific extension. You do not have to be in conference with or part of the

call in order to use this shortcode - therefore this shortcode should only be

setup as a user shortcode for trusted users.

• Shortcode: *96*N#

• Telephone Number: N

• Line Group ID: 0

• Feature: CallRecord

Voicemail Pro Manual Recording Customising Manual Recording

Voicemail Pro Manual Call Recording Page 7

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Customising Manual Recording

Normally auto-recording is performed by the Voicemail Pro server as a

default task. However, a module named AutoRecord can be used to

customise the operation of auto-recording.

• Note:

If an Record module is created, it overrides the default record

operation. Therefore it must at minimum emulate the default manual

recoding process of placing recordings into the mailbox of the user who

triggered recording. For example, in the module callflow shown below,

the isten action is set to $UUI.

• The $UUI Variable:

The $UUI variable is supported from Voicemail Pro 1.3.15 onwards.

Whenever recording is triggered, $UUI contains the user name of the

user who that triggered the recording process.

Voicemail Pro Manual Recording Customising Manual Recording

Voicemail Pro Manual Call Recording Page 8

IP Office - Job Aid 076 Issue 1 (2nd December 2003)

Performance figures and data quoted in this document are typical, and

must be specifically confirmed in writing by Avaya before they become

applicable to any particular order or contract. The company reserves the

right to make alterations or amendments to the detailed specifications at

its discretion. The publication of information in this document does not

imply freedom from patent or other protective rights of Avaya or others.

Intellectual property related to this product (including trademarks) and

registered to Lucent Technologies have been transferred or licensed to

Avaya.

All trademarks identified by the ® or ™ are registered trademarks or

trademarks, respectively, of Avaya Inc. All other trademarks are the

property of their respective owners.

This document contains proprietary information of Avaya and is not to be

disclosed or used except in accordance with applicable agreements.

Any comments or suggestions regarding this document should be sent

to "[email protected]".

Avaya

Sterling Court

15 - 21 Mundells

Welwyn Garden City

Hertfordshire

AL7 1LZ

England

Tel: +44 (0) 1707 392200

Fax: +44 (0) 1707 376933

Email: [email protected]

Web: http://www.avaya.com

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