Sonic View Call Recording System User Guide

SonicView™ IP Recorder User Guide

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Application User Guide


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Table of Contents

Introduction ................................................................................................................................................................... 5

Installing SonicView™ .................................................................................................................................................... 5

Learning SonicView™ ..................................................................................................................................................... 5

Using the documentation .............................................................................................................................................. 5

Using tool tips ................................................................................................................................................................ 5

SonicView™ Application Architecture ........................................................................................................................... 6

Application Server ......................................................................................................................................................... 6

Database Server ............................................................................................................................................................ 7

Recording Engine ........................................................................................................................................................... 7

License Server ................................................................................................................................................................ 7

Network Infrastructure.................................................................................................................................................. 8

PBX Port Mirroring (with single port mirroring): ........................................................................................................... 9

PBX Port Mirroring (with multi-port mirroring): ........................................................................................................... 9

VLAN-based Switched Port Analyzer (VSPAN): .............................................................................................................. 9

License Deployment Scenarios: ................................................................................................................................... 10

Implementation with a Stand-alone PBX: ................................................................................................................... 10

Where to install what? ................................................................................................................................................ 10

What license will I need? ............................................................................................................................................. 10

Implementation with Multiple PBX’s (non-networked PBXs): .................................................................................... 11



Implementation with Multiple PBX’s (networked PBXs): ............................................................................................ 12



Implementation with more than 256 stations: ........................................................................................................... 13



Using the SonicView Application ................................................................................................................................. 14

Looking at the WorkSpace ........................................................................................................................................... 14

Workspace basics ........................................................................................................................................................ 14

Using the QuickSearch Bar .......................................................................................................................................... 16

Using the Advanced Search ......................................................................................................................................... 17

Closing the advanced search ....................................................................................................................................... 19

Using the Explorer ....................................................................................................................................................... 20

Search Filters ............................................................................................................................................................... 21

Hot Lists ....................................................................................................................................................................... 26

Preferences.................................................................................................................................................................. 29

Change Password ........................................................................................................................................................ 29

Chart Settings .............................................................................................................................................................. 29

Application Themes ..................................................................................................................................................... 30


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Custom Notes .............................................................................................................................................................. 30

Administrative tasks .................................................................................................................................................... 31

Adding new Sites in the application ............................................................................................................................ 31

Creating new Sites ....................................................................................................................................................... 31

Edit\Update the settings for existing Sites .................................................................................................................. 32

Deleting existing Sites.................................................................................................................................................. 32

Creating new Departments ......................................................................................................................................... 33

Edit\Update the settings for existing Departments .................................................................................................... 33

Deleting existing Departments .................................................................................................................................... 33

Creating new Groups ................................................................................................................................................... 34

Edit\Update the settings for existing Groups .............................................................................................................. 34

Deleting existing Groups ............................................................................................................................................. 34

Adding new users to the application ........................................................................................................................... 35

Creating new users ...................................................................................................................................................... 35

Creating new Users (licensed mode) ........................................................................................................................... 35

Edit\Update the settings for existing users ................................................................................................................. 36

Deleting existing users ................................................................................................................................................. 36

Add an extension by identifier .................................................................................................................................... 37

Add extensions by range ............................................................................................................................................. 37

Editing extensions ....................................................................................................................................................... 38

Deleting extensions ..................................................................................................................................................... 38

Assigning extensions to Users ..................................................................................................................................... 38

Unassigning extensions ............................................................................................................................................... 38

Assigning a call to a User ............................................................................................................................................. 39

Application Configuration............................................................................................................................................ 40

External URL in E-Mail ................................................................................................................................................. 40

Live monitor toggle...................................................................................................................................................... 40

Checking License Information ..................................................................................................................................... 41

Checking the available licenses ................................................................................................................................... 41

Data Management Policy ............................................................................................................................................ 42

Data Management ....................................................................................................................................................... 43

Creating an archive ...................................................................................................................................................... 43

Deleting an archive ...................................................................................................................................................... 43

Configuring the IP Recorder ........................................................................................................................................ 44

Recorder Name............................................................................................................................................................ 44

Recorder MAC Address................................................................................................................................................ 44

Recorder IP Address .................................................................................................................................................... 44

PBX IP Address ............................................................................................................................................................. 44

Site Name .................................................................................................................................................................... 44

Trunk Lines .................................................................................................................................................................. 44

Minimum call duration record policy .......................................................................................................................... 44

Record internal calls .................................................................................................................................................... 44

Creating Recording Rules to record IP calls ................................................................................................................. 46

Create a new IP Recording Rule .................................................................................................................................. 46

Edit an existing Recording Rule ................................................................................................................................... 48

Delete an existing Recording Rule ............................................................................................................................... 48

Using the WorkArea .................................................................................................................................................... 49

Menu functions ........................................................................................................................................................... 49

Export to Microsoft Excel ...................................................................................................................................... 49

Export to PDF ........................................................................................................................................................ 49

Export to E-mail .................................................................................................................................................... 49

Print ...................................................................................................................................................................... 50

Refresh .................................................................................................................................................................. 50


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Live Monitor .......................................................................................................................................................... 50

Delete .................................................................................................................................................................... 50

Column Hide ......................................................................................................................................................... 50

Call Data Editor ............................................................................................................................................................ 51

Tagging calls with Custom Notes ................................................................................................................................. 51

Saving changes to call data .......................................................................................................................................... 51

Audio Player ................................................................................................................................................................ 52

Player taskbar .............................................................................................................................................................. 52

Statistics Panel ............................................................................................................................................................. 53

Agent-Duration (Histogram) ........................................................................................................................................ 53

Agent-Volume (Pie chart) ............................................................................................................................................ 53

Extension-Duration (Area chart).................................................................................................................................. 53

Extension-Volume (Line chart) .................................................................................................................................... 54

Customizing the charts ................................................................................................................................................ 54

Miscellaneous .............................................................................................................................................................. 57

Database Management ............................................................................................................................................... 57

Backing up a Microsoft© SQL Server database ........................................................................................................... 57

Restoring a Microsoft© SQL Server database ............................................................................................................. 59

Backup\Restore a PostgreSQL Server database .......................................................................................................... 61

Glossary ....................................................................................................................................................................... 64


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Introduction

Welcome to the SonicView™ application, an easy-to-use yet powerful web-based call recording solution. The

SonicView™ software offers robust features designed specifically for business users who want to make use of

enterprise call data for reporting, analysis and monitoring.

Installing SonicView™ You must install the SonicView™ application from the SonicView™ CD onto your computer. For instructions related

to installation and setup, refer to the SonicView™ Installation & Setup Guide on the product CD.

Learning SonicView™

TriVium provides a variety of options for you to learn SonicView™, including a printed user guide, help, hints,

recipes, tutorials, and tool tips. You can also use the online service to easily access a host of continually updated

web resources for learning SonicView™, from tips and tutorials to technical support information.

Using the documentation

An electronic copy of the SonicView™ User Guide is included with the application setup CD.

This user guide assumes you have a working knowledge of your computer and its operating conventions, including

how to use a mouse and standard menus and commands. It also assumes you know how to open, save, and close

files. For help with any of these techniques, please see your Microsoft Windows™, distribution documentation.

Using tool tips

The tool tips feature lets you display the name of tools and controls. To identify a tool or control, position the

pointer over a control and pause. A tool tip appears showing the name and keyboard shortcut (if any) for the item.


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SonicView™ Application Architecture The SonicView™ application architecture can be viewed as a high level break down of the various constituent

components and their interactions.

The different components that make up the SonicView™ application are:

1. The Application Server.

2. The Database Server.

3. The Recording Engine.

4. The License Server.

5. The network infrastructure to enable call recording.

Application Server

The SonicView™ application uses the Apache Tomcat server as a web container, or web server. Apache Tomcat

implements the necessary Java Servlet and JavaServer Pages (JSP) specifications from Sun Microsystems™. This

provides the environment for the SonicView™ application to run in conjunction with a web server. It adds tools for

configuration and management but can also be configured by editing configuration files that are normally XML-

formatted. Tomcat includes its own internal HTTP server.


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Database Server

The SonicView™ application uses either PostgreSQL or Microsoft© SQL server as the database server for storing all

the call information captured from the network.

The database server can be implemented in a straightforward manner as a separate node (on a network) dedicated

to running database-management software. This node provides an interface to client nodes (the end users of the

SonicView™ application) such that the same data is accessible to all nodes. The SonicView™ application interface

allows users to submit requests to the database server and retrieve call information.

The database server manages the processor-intensive work such as data manipulation, compilation, and

optimization. It then, sends only the final results back to the SonicView™ application.

Recording Engine

The SonicView™ application uses the Recording Engine component to sniff and record all call information captured

from the network. Typically, the Recording Engine should be installed on a server class machine with a network

card that interfaces with a managed switch.

After installing the SonicView application using the setup CD, the Recording Engine will not record any VoIP\Digital

calls by default. To make this happen, you will have to ensure that the necessary network infrastructure and

configurations are in place. For a detailed description of the network infrastructure required for call capture, refer

to the Network Infrastructure section. Additionally, to make the necessary configurations on the Engine to enable

call capturing, you should read the Configuring the Recorder sub-section under the Administrative tasks section.

License Server

The SonicView™ application uses the License Server to provide tokens, or keys, to client computers in order to

enable the SonicView™ software to run. This component can only be installed on the same machine as the

Recording Engine.

Note:

If you are installing multiple Recording Engines to record calls from the same PBX in a network, then you should

make sure that only one instance of the License Server is installed across the entire network. Installing multiple

License Servers will cause the application licensing to work incorrectly.


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Network Infrastructure

Based on whether you are using a Single port mirroring switch, Multi-port mirroring switch or a Virtual LAN based

Switched Port Analyzer, on of the following network configurations must be made for the recorder to capture calls:


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PBX Port Mirroring (with single port mirroring):

• The server hosting the Recording Engine component must be connected to a port of the managed switch.

• The single port managed switch should be configured to mirror all the network traffic from the PBX port to the

Recording Engine port.

• The server hosting the Recording Engine component must be configured on the same subnet as that of the PBX.

• The PBX should be configured to such that media streams between stations to happen via the PBX -

conversations between stations will not be recorded if such streams are not routed via the PBX.

PBX Port Mirroring (with multi-port mirroring):


• All the IP terminals\stations must be directly connected to switch and the switch should be configured to mirror

all the network traffic from the IP terminals\stations to the spanned port.

• The server hosting the Recording Engine and the IP terminals\stations must be configured on the same subnet

as that of the PBX.

• Peer-to-Peer media streaming must be enabled on the PBX.

VLAN-based Switched Port Analyzer (VSPAN):


• The VLAN hosting all the IP terminals\stations must be directly connected to switch and the switch should be

configured to mirror all the network traffic from the VLAN to the spanned port.

• Peer-to-Peer media streaming must be enabled on the PBX.

Note:

The SonicView™ Recording Engine determines IP Telephone activity though packet sniffing and records such calls

by capturing RTP packets as they traverse the corporate data network. In order to accomplish this, the PBX is

required to maintain a single connection to the network (all other network ports on the PBX should remain

unused). Packet capture is accomplished by enabling port mirroring on the managed Ethernet switch to which the

PBX is connected.

The PBX should have enough available audio compression channels to support transcoding if direct media stream is

disabled.


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License Deployment Scenarios: Based on your network topology, carefully review the details outlined in the following sections before installing

and deciding how to license the product. The solution can be deployed as a stand-alone install with a single

instance of the solution components or as a Multi-site install with one or more instances of the solution

components (distributed across PCs between the main location and the remote locations) to provide centralized

storage and management.

Implementation with a Stand-alone PBX:

If your requirement is to record calls from a single PBX and the number of stations to be recorded is 256 or less,

then the following network deployment diagram is how the product will work in your environment.

Where to install what?

• Install the Application, Recording Engine and the License Server on the same server.

What license will I need?

• 1 Basic Package (includes 4 Recording Ports and 1 Supervisor access to the SonicView™ application).

• Any additional Port and Supervisor licenses as per the Recording need.


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Implementation with Multiple PBX’s (non-networked PBXs):

If your requirement is to record calls from multiple PBXs where number of stations to be recorded at each Site is

256 or less and if Station Numbers are not unique across locations (non-networked PBXs), then the network

deployment diagram shown below is one of the ways to deploy the product.

In this scenario, install 1 instance of the Web Server. The number of installed instances of the Recording Engine and

License Server should be equal to the number of PBX’s that are being recorded. For instance, if you need to record

calls off 2 PBX’s, you should install 2 instances of the Recording Engine.

In this scenario, you should create 2 Sites in the SonicView™ application. Each of these Sites should be configured

with a Recorder such that calls from each PBX will show up in only the Site that it belongs to. However, in this

scenario, a Supervisor from one Site will not be able to view calls for the other Site.


• Install the Application, Recording Engine and the License Server on one main server.

• Only Recording Engine and License Server at the Remote Office on a separate server to only record the calls and

post it to the main server that hosts the SonicView™ application.


• 1 Basic Package per Site (includes 4 Recording Ports and 1 Supervisor access to the SonicView™ application).

• Any additional Port and Supervisor licenses as per the Recording need for each Site.


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Implementation with Multiple PBX’s (networked PBXs):

If your requirement is to record calls from multiple networked PBXs (with unique Station Numbers across

networked locations) and the number of total stations to be recorded is 256 or less, then you should configure the

setup as described in the following section.

In this scenario, install 1 instance of the Web Server, Recording Engine and License Server each on the main server

machine at the central location. The number of additional installed instances of the Recording Engine should be

equal to the number of remote location PBX’s that are being recorded. You should create only 1 Site in the

SonicView™ application and all the recorded calls from all locations will show under this Site.

For instance, if you need to record calls off 3 Networked PBX’s (1 main and two remote), you should install 2

additional instances of the Recording Engine (only) - one each for the remote location PBXs.



• Only Recording Engine for each remote location (on separate PCs) to record the calls and post it to the main

server that hosts the SonicView™ application.


• 1 Basic Package (includes 4 Recording Ports and 1 Supervisor access to the SonicView™ application).

• Any additional Port and Supervisor licenses as per the Recording need.


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Implementation with more than 256 stations:

If your requirement is to record more than 256 stations, then you should set up a Site such that a PBX in each site

is recording at most 256 extensions at a time. The network deployment diagram shown below is how this solution

should be deployed. In this scenario, install 1 instance of the Web Server. The number of installed instances of the

Recording Engine and License Server should be equal to the number of PBX’s that need to be recorded. For

instance, if you need to record calls off 2 PBX’s, you should install 2 instances of the Recording Engine and the

Licensing Server.

In this scenario, you should create 2 Sites in the SonicView™ application. Each of these Sites should be configured

with the respective Recorder such that calls from each PBX will show up in only the Site that it belongs to.

However, in this scenario, a Supervisor from one Site will not be able to view calls for the other Site.



• Only Recording Engine and License Server on a separate server to only record the calls and post it to the main

server that hosts the SonicView™ application.


• 1 Basic Package per Site (includes 4 Recording Ports and 1 Supervisor access to the SonicView™ application).

• Any additional Port and Supervisor licenses as per the Recording need for each Site.


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Using the SonicView Application This overview of SonicView™ introduces you to the key features of the program. You’ll learn how state-of-the-art

tools let you transform the call data from your enterprise into a high-impact productivity tool. SonicView™

provides flexible tools that allow you to freely experiment and get creative with your call data. The versatile output

options let you quickly prepare reports for print, email or spreadsheets.

Looking at the WorkSpace

The SonicView™ workspace is arranged to help you focus on viewing and manipulating the call recordings captured

from your network. The workspace includes menus and a variety of tools for viewing, editing and attaching

meaningful information to your data.

Workspace basics

You can view and manipulate the call recording data and files using various elements such as panels, bars, and

windows. Any arrangement of these elements is called a workspace. When you first log into the SonicView™

application, you will be presented with the default workspace, which you can customize for the tasks you perform

there. For instance, you can create one workspace for editing and another for viewing and switch between them as

you work.

The SonicView™ workspace

The SonicView™ default workspace is typical:

The QuickSearch bar contains all of the controls to quickly perform a search on your call recordings and display

the results for manipulation.

The Explorer panel located on the left side of the workspace helps you view and manipulate call recordings in

different ways. Examples include adding calls to specifiable Hot Lists and creating new Search Filters. Certain

panels are displayed by default in the Explorer area, but you can view any panel by selecting it from the

stacked Explorer bar by clicking on it. As you will learn, many of these stacked panels have menus with

functionality-specific options to help enhance your productivity.

The WorkArea is the grid area where you can centrally view all the call recordings from your enterprise. This

area also contains menus to export the information to spread sheets, portable document format files, print

the data and much more.

The Statistics Panel contains charts displaying a quick analysis of the call data available in the main grid area.

These charts can give you a quick status for different metrics to aid analysis and reporting.


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Hide or show all panels Most of the panels in the workspace can be hidden to maximize your WorkArea. To hide or show any panel, you

can click on the ▲ ► ▼ ◄ or ◄► icons located at the top of each panel. Note, however, that such changes to

the workspace will not be persisted across multiple sessions –such changes are applicable only for the session

during which they are made.

Home

At any point in time, you may click the Home icon situated at the top right side of the workspace to view the

home page.

Logout

You can logout from the application by clicking on the logout icon situated at the top right side of the

workspace.


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Using the QuickSearch Bar

The QuickSearch bar contains all of the controls to quickly perform a search on call recordings and display the

results for manipulation in the WorkArea.

Selecting the call direction

The call direction control allows you to select the call direction to the search criteria. The default selection for this

control is All (calls).

The All button selects all the calls irrespective of the call direction (Inbound or Outbound).

The In button ensures that only inbound calls are displayed as part of the searched results.

The Out button ensures that only outbound calls are displayed as part of the searched results.

Selecting a predefined time line

The time line from which to search for call records can be set in two ways: dragging the time line slider to select a

pre-defined time scale (Today, Last week, Last month, Last Quarter and finally, a custom date range) is the easiest

way to set a time range for your search. Another way of selecting the time line is described in the Selecting a

custom time line section below.

For instance, to search for all Inbound calls that occurred in the last quarter; you should perform the following

activities:

1. Select the In option on the Direction control

2. Drag the time line slider control to Last Qtr

3. Click on the Go button

Selecting a custom time line

Another way to specify a date range is to select the desired From date and To date in the date controls provided in

the QuickSearch bar. To do this, you should click on these controls and select a date from the calendar pop-up. This

option provides for custom date range selection and can be used to select time lines that cannot be selected using

the slider control.

For instance, to search for all Inbound calls that occurred between January 12, 2007 and March 15, 2008; you

should perform the following activities:


2. Select January 12, 2007 from the calendar by clicking on the From date control. Similarly, select March 15,

2008 from the calendar by clicking on the To date control

3. Click on the Go button

Performing the search

Once you have set the call direction and the time range for the calls, click on the Go button to perform a search

and view the matching call data in the main grid area.


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Using the Advanced Search

Selecting the More option on the QuickSearch bar brings up the advanced search area under the QuickSearch bar.

You can use the fields in this screen to perform complex, fine-grained searches on the underlying data.

The advanced search can be performed using any or all of the below mentioned criteria.

By Site\Department\Group

Select a Site, Department or Group and search for calls within the specified Site, Department or Group.

By time of call

Enter a time range between which you would like to view the call records in the From and To fields. The input time

format for entering data into these fields is HH:MM:SS

HH signifies the Hour, MM for the Minutes and SS the seconds in the 24-hour time format.

For instance, to search for all Inbound calls that occurred on January 12, 2007 between 11AM and 8PM; do the

following:


2. Select January 12, 2007 from the calendar by clicking on the From date control. Similarly, select January

12, 2007 in the To date control

3. Click on the More button to display the advanced search options

4. Enter 11:00:00 and 20:00:00 in the time From and To fields

5. Click on the Go button in the QuickSearch bar to perform the search and view the results

By duration of call

Enter a call duration length range between which you would like to view the call records in the From and To fields.

For instance, to search for all Outbound calls that occurred on January 12, 2007 that lasted at least 5 minutes but

less than 8 minutes in duration; do the following:

1. Select the Out option on the Direction control

2. Select January 12, 2007 from the calendar by clicking on the From date control Similarly, select January 12,

2007 in the To date control


4. Enter 5 and 8 in the time Duration From and To fields respectively



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By name of called\calling party

Enter the caller name or the called party name in the Agent Name and Name fields.

For instance, to search for all Outbound calls that occurred on January 12, 2007 between Teneshia and Michelle; do

the following:





4. Enter Teneshia and Michelle in the Agent Name and Name fields respectively


By number of called & calling party

Enter the caller party number or the called number name in the Number and Extension fields.

For instance, to search for all Outbound calls that occurred on January 12, 2007 between Extension 4128 and 503

728 6100; do the following:





4. Enter 4128 and 503 728 6100 in the Extension and Number fields respectively


By flag type

Select the desired flag category from the Flag Type drop down menu to filter results based on flags.

For instance, to search for all Outbound calls that occurred on January 12, 2007 that are flagged critical; do the

following:





4. Select the Critical option from the flag type drop down menu


List internal calls

Selecting the Internal Calls check box in the advanced search screen will also display any internal calls that match

the search criteria. Selecting this option in conjunction with the Call Direction setting will result in internal call data

being appended to the existing call direction search results.

For instance, to search for all Outbound and Internal calls that occurred on January 12, 2007; do the following:



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4. Check the Internal Calls check box


Tip: if you select the Internal calls option and select the In call direction then the search results will display Internal

and Inbound call records that match the search criteria.

By notes

You may also perform an advanced search based on the notes entered for the call data by entering the desired

notes in the Notes field. Wildcard character patterns such as * ? + - are supported

For instance, to search for all Outbound and Internal calls that occurred on January 12, 2007 that have ‘Boeing

Sales pitch’ tags in the notes; you should perform the following activities:





4. Check the Internal Calls check box

5. Type boeing in the Notes field


Note: the Notes field is not case sensitive; therefore, searching for ‘Boeing Sales pitch’ or ‘Boeing sales Pitch’ will

yield the same results.

Performing the advanced search Once you have entered the necessary search criteria, clicking on the Go button on the QuickSearch bar will display

the matching search results in a new tabbed grid.

Tip: After performing a search, you could modify the search criteria entries in the advanced search screen to

further refine the existing search or perform an altogether new search if you’d like.

Closing the advanced search

At any point, you could click on the Less button on the QuickSearch bar to close the advanced search screen.


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Using the Explorer

The Explorer panel situated on the left side of the workspace allows you to view and manipulate the call data in

different ways. Examples include adding calls to specifiable Hot Lists and creating new Search Filters. Certain

panels are displayed by default in the Explorer area, but you can view any panel by selecting it from the stacked

Explorer bar. As you will learn in this section, many of these stacked panels have menus with functionality-specific

options to help enhance your productivity.


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Search Filters

The search filter menu increases your productivity by letting you save, edit, bookmark, delete and organize

frequent searches (both, QuickSearches and Advanced searches) using the available menu options as explained

below.

Add a new Search Folder

To create a search folder, click the Add Folder search icon. You will be prompted for a name to save the new folder

and doing so will save and display the folder under the Search Filter menu stack.

For instance, to create a search folder called ‘Outstanding Sales’; do the following:

1. Click on the Add Folder icon.

2. Enter ‘Outstanding Sales’ in the text area.

3. Click on the Add button (under the new folder name text area)


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Add a new Search Filter

To create a search filter, you should first create a search criterion (either a QuickSearch or an Advanced search)

and then click the Add search icon. You will be prompted for a name to save the new search criteria and doing so

will save and display the search filter under the Search Filter menu stack.

For instance, to save a search filter for all Inbound calls for the previous week; you should perform the following

activities:


2. Drag the time line slider control on the QuickSearch bar to Last Week

3. Select the Add a new search filter icon under the Search Filters menu in the Explorer

4. Enter an appropriate name for the filter (say, ‘Fluid Power Team’)

5. Click on the Add button (under the new filter name text area)

Tip: you can also set advanced search criteria instead to be able to save the Search Filter.


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Update an existing Search Filter

To update an existing search filter, you should first create a search criterion (either a QuickSearch or an Advanced

search); click on an existing search filter and then select the Update search icon. Updating an existing search filter

will immediately reflect the search results using the new criteria in the grid if the search filter in question is already

open.

For instance, to edit the ‘Fluid Power Team’ search filter created in the previous section to show call data for

Internal calls during the last quarter; you should perform the following activities:

1. Open the advanced search panel

2. Check the Internal Calls option

3. Drag the time line slider control to Last Qtr

4. Select the Fluid Power Team search filter from the Explorer by clicking on it

5. Select the Update icon

6. Double click on the Fluid Power Team search filter to verify if the results show records using the new

search criteria

Tip: you can also set criteria from the advanced search panel to update an existing search filter.


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Bookmark a Search Filter

To bookmark a search filter, you should first click on an existing search filter and then select the Bookmark icon.

Book marking a search filter will set the filter as the home page and display the results from this search whenever

the user logs into the application.

For instance, to bookmark the ‘Outstanding Sales’ search filter created in the previous section; you should perform

the following activities:

1. Select the Outstanding Sales search filter from the Explorer by clicking on it

2. Select the Bookmark icon

3. Click on the Home icon situated to the extreme right on the QuickSearch bar to verify if the search filter

results show in the grid


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Delete a Search Filter

To delete a search filter, you should first select an existing search filter and click the Delete icon. Deleting a search

criterion will delete the search permanently from the database. The call recordings however, will not be deleted

from the database during this operation.

For instance, to delete the ‘Fluid Power Team’ search filter created in the previous section; you should perform the

following activities:

1. Select the Fluid Power Team search filter from the Explorer by clicking on it

2. Select the Delete icon

3. Confirm the delete operation in the pop-up

4. After the delete operation is completed, you will not be able to see the Fluid Power Team search filter

under the Search Filters menu. If this filter is already opened in a tab, then this tab will automatically be

closed.

Tip: You cannot delete a search filter that has been book-marked. To be able to do so, you should bookmark

another search filter or hot list and then proceed to delete the original filter or hot list.


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Hot Lists

Hot Lists let you organize call recordings efficiently based on different criteria. For example, you could use a hot list

to group all the Support incidents or Outbound Sales calls together. Using this feature, you may create any number

of Hot Lists to organize the call data to suit your preference. Hot Lists drastically boosts your efficiency in terms of

viewing and analyzing huge amounts of call data!

The usage and functionality of the Hot List menus are explained below.

Add a new Hot List Folder

To create a new Hot List Folder, you should first click the Add Folder icon. You will be prompted for a name to save

the new Hot List Folder and doing so will save and display the new Hot List folder under the menu stack.

For instance, to create a Hot List Folder for called APAC hot deals; do the following:

1. Select the Add Folder icon under the Hot Lists menu in the Explorer panel

2. Enter an appropriate name for the folder (say, APAC hot deals)

3. Click on the Add button (under the New hot list folder name text area)


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Add a new Hot List

To create a new Hot List, you should first click the Add icon. You will be prompted for a name to save the new Hot

List and doing so will save and display the new Hot List under the menu stack.

For instance, to create a Hot List for called Singapore; do the following:

1. Select the Add icon under the Hot Lists menu in the Explorer panel

2. Enter an appropriate name for the filter (say, Singapore)

3. Click on the Add button (under the New hot list name text area)

Adding call data to a new\existing Hot List

A newly created Hot List will not contain any call data by default. Given this fact, you can select one or more call

data records from an existing search tab or search filter and drag and drop them to the selected Hot List.

For instance, to add all of Darcy’s Outbound sales calls to the hot list created in the previous section; you should

perform the following activities:

1. Perform the steps described in the Add a new Hot List section to create a new hot list

2. Select the Out call direction control, enter Darcy in the From (Name) field in the advanced search bar, and

perform the search by clicking on the Go button

3. Select and highlight the new hot list (in this case, the Darcy’s calls hot list)

4. From the search results grid, select the calls that you would like to add to the new hot list. Drag and drop

these selected calls to add them to the Darcy’s calls hot list.

Note: Adding call records to an existing Hot List will immediately reflect the new data in the grid if this Hot List is

being displayed.


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Edit an existing Hot List

To edit an existing Hot List, first select the Hot List from under the menu option, and then either delete or add new

calls to the list as mentioned in the ‘Adding call data to a new\existing Hot List’ section above.

Updating an existing Hot List will immediately reflect the new data in the grid if this Hot List is being displayed.

Bookmark a Hot List

To bookmark a Hot List, you should first click on an existing Hot List and the select the Bookmark icon. Book

marking a Hot List will set the selected Hot List as the home page and display this page whenever the user logs into

the application.

Delete a Hot List

To delete a Hot List, select an existing Hot List and click the Delete icon. Deleting a Hot List will delete the Hot List

permanently from the database. The call recordings however, will not be deleted from the database during this

operation.

Note: You cannot delete a Hot List that has been book marked or designated as the home page for the application.

To be able to circumvent such a restriction, you should designate another search filter or Hot List as the home page

and then proceed to delete the filter or hot list in question.


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Preferences

The Preferences menu stack lets you change the application preferences to suit your needs. Consider this the heart

of your application where you can change the various aspects of how the application can be customized to suit

your working style.

Change Password

The logged in user may change his\her password using the change password menu under the Preference stack.

To be able to change the password, the user will be required to confirm the existing password and also provide a

new password. Note that password changes will take effect only when the user logs into the application for the

next time (after any such changes have been made).

Chart Settings

The logged in user may change his\her default chart view using the Chart settings menu under the Preference

stack.

To be able to change the default charts, the user can delete one or all of the existing default charts from the grid as

shown below. Subsequently, the user can choose a chart type and the chart series from the chart configurator and

save these settings.

Note: only 4 charts are allowed to be configured using this console.


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Application Themes

The logged in user may change his\her default application look and feel by using the Application Theme menu

under the Preference stack.

Note: changes in the application theme will not persist across user logins. They are effective only for the current

logged in session.

Custom Notes

Custom notes are an effective way to save a set of pre-defined notes for call tagging. For example, if a user

responsible for call evaluation wants to recursively tag calls as either ‘Good’ or ‘Poor’, he\she could save a set of

custom notes using the Custom Notes feature and tag calls with these pre-defined tags instead of having to re-type

the entire content every time!

To create a custom note, enter the Custom Notes menu under the Preferences stack and save a note with easy-to-

remember names. Once done, click on the save button to persist this information for reuse.

Likewise, it is easy to manage your existing custom notes. To edit an existing note, just click on the item in the grid

and edit it inline. To delete the saved notes, highlight the item from the grid and click on the delete icon.


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Administrative tasks

The SonicView™ Administration stack is designed to allow a site Administrator to create or control call-recording

policies of a site by completing administrative operations and configuration tasks. Upon logging onto the

application, the tasks that you are authorized to perform display on the Administration stack through various menu

options. These tasks are based on the user group names (roles) and authority levels.

If you access another stack without first saving any of the changes made in the Administration stack, all unsaved

work will be lost, and a message to this effect will be displayed.

Adding new Sites in the application

In the Administration panel, select the Site Configuration item from the list of options. You will now be presented

with a list of existing Sites in the work area. On this screen, you may perform the actions listed below.

Creating new Sites

To add a new Site, click on the ‘Add a new Site’ menu situated in the top right part of the work area. When done,

you will be presented with the Site details screen.

Using this screen, you should enter the Site name, a basic description to the site, the extension length policy (for

example, a Site may have 3 digit extensions such as 134, 135, etc. – in this case the extension length policy for the

site would be 3.) Next, pick the time-zone for the site from the drop-down options. Finally, enter the trunk access

code for this particular site and select the option to discard extra digits from phone numbers.

Clicking on the Save button will commit your changes to the application.


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Edit\Update the settings for existing Sites

To edit the settings for existing site, select the site entry in the grid and click on the ‘Edit Site’ menu situated in the

top right part of the work area. When done, you will be presented with the Site details screen (as shown above)

Using this screen, you can edit the Site name, a basic description to the site and the time-zone for the site. Clicking

on the Save button will commit your changes to the application.

Note: You will not b able to decrease the extension length policy for a Site once it is created.

Deleting existing Sites

To delete an existing Site, select the site entry in the grid and click on the ‘Delete Selections’ menu situated in the

top right part of the work area. You will be prompted to confirm the deletion.

Note: Deleting a Site will delete all Departments, Groups, Recording Rules, Extensions and Users belonging to that

Site.

Note:

The Default Site cannot be deleted as it is required for Administrative purposes.


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Creating new Departments

To add a new Department, click on the ‘Add a new Department’ menu situated in the top right part of the work

area. When done, you will be presented with the Department details screen.

Using this screen, you should select the Site for which this Department is being created, the Department name and

a basic description of the Department. Clicking on the Save button will commit your changes to the application.

Edit\Update the settings for existing Departments

To edit the settings for existing Department, select the entry in the grid and click on the ‘Edit Department’ menu

situated in the top right part of the work area. When done, you will be presented with the Department details

screen.

Using this screen, you should select the Site for which this Department is being created, the Department name and

a basic description of the Department. Clicking on the Save button will commit your changes to the application.

Deleting existing Departments

To delete an existing Department, select the entry in the grid and click on the ‘Delete Selections’ menu situated in

the top right part of the work area. You will be prompted to confirm the deletion.

Note: Deleting a Department will delete all Groups, Recording Rules, Extensions and Users belonging to that

Department.

Note:

The Default Department in a Site cannot be deleted as it is required for Administrative purposes.


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Creating new Groups

To add a new Group, click on the ‘Add a new Group’ menu situated in the top right part of the work area. When

done, you will be presented with the Group details screen.

Using this screen, you should select the Departments for which this Group is being created, the Group name and a

basic description of the Group. Clicking on the Save button will commit your changes to the application.

Edit\Update the settings for existing Groups

To edit the settings for existing Group, select the entry in the grid and click on the ‘Edit Group’ menu situated in

the top right part of the work area. When done, you will be presented with the Group details screen.

Using this screen, you should select the Departments for which this Group is being created, the Group name and a

basic description of the Group. Clicking on the Save button will commit your changes to the application.

Deleting existing Groups

To delete an existing Department, select the entry in the grid and click on the ‘Delete Selections’ menu situated in

the top right part of the work area. You will be prompted to confirm the deletion.

Note: Deleting a Department will delete all Groups, Recording Rules, Extensions and Users belonging to that

Department.

Note:

The Default Group in a Department cannot be deleted as it is required for Administrative purposes.


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Adding new users to the application

In the Administration panel, select the Users item from the list of options. You will now be presented with a list of

existing users in the work area. On this screen, you may perform the actions listed below.

Creating new users

To add a new user, click on the ‘Add a new user’ menu situated in the top right part of the work area. When done,

you will be presented with the user details screen.

Using this screen, you should enter the users’ first\second name, password, the account expiry date and whether

the account should be enabled or not.

Views: if you installed the SonicView™ application to record IP and Digital calls, then you have the option of giving

the user the ability to view either IP calls or Digital calls or both. If a user needs to view only IP calls, then select

only the VoIP option against the Views setting. Likewise, select the Digital option for a user to be able to view only

Digital calls. Sometimes, a user may have a Digital and IP Extension assigned to himself (in case of a Supervisor,

some agents may be on a Digital extension while some are on IP extensions.) In this case, you must select the VoIP

and Digital options against the Views setting for the user to be able to see calls recorded across Digital and IP

extensions.

Clicking on the Save button will commit your changes to the application.

Note:

If a user account is created with a setting where the status is disabled, then that particular user will not be able to

access the application unless the Administrator changes the status to enable. To make changes to the status once

the account is created, refer to section Edit\Update the settings for existing users

Creating new Users (licensed mode)

It is possible to create more number of users than what the PBX license permits. However, these users cannot be

created and saved in the ‘Enabled’ mode.

To create a user in the ‘Disabled’ mode, select the Disabled item from the drop-down menu against the Status

option in the users screen as shown in the image above. Enter all the other mandatory details in the screen and

click the Save button to create this user.

Note: a disabled user will not be able to log into the application. To enable a disabled user, you may either de-allocate an

existing users license or purchase additional Port licenses from TriVium.


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Edit\Update the settings for existing users

To edit the settings for existing users, select the user entry in the grid and click on the ‘Edit user details’ menu

situated in the top right part of the work area. When done, you will be presented with the user details screen.

Using this screen, you can edit the users’ first\second name, password, the account expiration date and whether

the account should be enabled or not. Clicking on the Save button will commit your changes to the application and

will be enforced the next time the user in question accesses the application.

Note:

For the Administrator account, you will be able to edit only the First Name and Last Name fields. To change the

password for the Administrator account, refer to the section Change Password above.

Deleting existing users

To delete an existing user, select the user entry in the grid and click on the ‘Remove entry’ menu situated in the

top right part of the work area. You will be prompted to confirm the deletion.

Note: Deleting a user account will not invalidate that users session if he/she is already logged into the application.

This action will only take effect the next time the user tries to log into the application.

Note:

The default application Administrator account cannot be deleted as it is required for Administrative\Maintenance

purposes.


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Configuring Extensions

In the Administration panel, select the Extension Information item from the list of options. As the name suggests,

you can configure the extensions in your enterprise using this screen. On this screen, you may perform one of the

following actions:

Note:

It is possible to create more number of Extensions than what the PBX license permits. However, these Extensions

cannot participate in an active Recording Rule i.e. they cannot be recorded unless you have licensed them.

Add an extension by identifier

Select the Extension Identifier option, enter the extension identifier, extension name and select the Add button.

The new extension should display in the configured extensions grid if there are no existing extension clashes.

Add extensions by range

Select the Add Extensions from option enter the Extension From, Extension To and select the Add button. All the

new extensions should display in the configured extensions grid if there are no existing extension clashes.


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Editing extensions

The SonicView™ application does not permit editing the Extension details once created. Extensions can only be

assigned to users or kept as unassigned Extensions. Note, however, that calls to and from unassigned extensions

will show up only in the Unassigned calls section and not the main WorkArea. For instructions on how to use the

Unassigned Calls screen, refer the Checking Unassigned Calls Section.

Deleting extensions

To delete extensions, you may select one or more extensions from the grid area and click on the Delete selection

menu situated in the top right part of the work area.

Note:

You will not be able to delete an extension that is part of a Recording Rule. To delete such extensions, first un-

assign the extensions from the Rule and then delete.

Assigning extensions to Users

In a large setup, it is easier to add extensions by ranges. However, doing so will create the extensions as

unassigned extensions in the Site. To assign an extension to a user, click on the icon under the Assign column. In

the pop-up window, select a user that you would like to assign the extension to and click the Save button.

Unassigning extensions

To un-assign an extension from a user, click on the icon under the Assign column and in the pop-up window, select

the ‘Unassign this extension’ option to and click the Save button.


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Checking Unassigned calls In the Administration panel, select the Unassigned Calls menu to view all the unassigned calls in your site. The

Administrator can perform multiple actions on the unassigned calls including advanced searches based on

patterns, assigning them to specific users and deletion.

Assigning a call to a User

To assign an unassigned call to a user, click on the user icon against the call in the grid and select the user to assign

the call to. This process is illustrated in the image below:


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Application Configuration

In the Administration panel, select the Application Configuration item from the list of options. Using section, you

can manage the how the data in the application can be accessed by external users (who are not part of the

application users list) and also how frequently the application should fetch new call recording from the database

for display in the user interface.

External URL in E-Mail

Enter a URL that external users will use to access and hear call recordings exported by E-mail.

For example, if your application is deployed on a server with IP Address 10.0.11.96 and port 8085, then you should

enter 10.0.11.96:8085 in this field if this server is also configured for external access over the same IP address.

If however, the same server as mentioned above is configured for public access over IP address 192.168.0.120 over

port 8085, then you should enter 192.168.0.120:8085 in this field.

For a more detailed understanding of how this affects the external access of call data, read section Export to E-mail

Live monitor toggle

Enter a value in seconds for the live monitor feature in the application. Based on the value selected here, enabling

the live monitor feature in the application will trigger fetching all new call records from the application database

every X interval (where X is the value entered in this field)


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Checking License Information

In the Administration panel, select the License Details menu item from the list of options. Using section, you can

view details about your available licenses and also view which extensions, users, supervisors and on-demand

recording extensions are using the licenses at any given point of time.

The SonicView™ application uses a Site based licensing model. The assumption is that each site has a configured

recorder (mapped to a PBX). Therefore the licensing information on this screen is also Site based. The user will

have to select a Site for which to view the licensing information.

Checking the available licenses

The information in the License Details screen is segmented by the Site. To view the available number of licenses for

your site, select the respective site from the Site list on the left side of the screen.

Once the site is selected, you will see the number of licenses show up in the following way.

User Licenses: X/Y

Supervisor Licenses: X/Y

Port Licenses: X/Y

On-Demand Port Licenses: X/Y

Where X is the number of used licenses and Y is the total number of available licenses from the PBX.


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Data Management Policy

So as to minimize the risk of an Administrative user from archiving\restoring the call recordings during business

hours, the SonicView™ application enforces a data management policy by default. When a site is created, a default

data management policy is created for the site that prevents users from being able to perform disruptive actions

such as the archival or restoration data.

To edit the default data management policy, the user should navigate to the Data Management Policy menu under

the Administration stack and edit the allowable backup and restoration time ranges on any given working day.

Note:

The data management policy is enforced per Site.


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Data Management

In the Administration panel, select the Data Management item from the list of options. Using section, you can

manage the data in the applications database. This feature has options to facilitate creating and managing

database archives and restoring all\selective data from archives.

Creating an archive

To create a database archive, select the Add menu situated in the top right part of the work area. Doing so will

bring up the screen from which you can label the archive and select the date range of data to archive.

Note: All the archived calls are automatically delete from the database once the archival process is done.

Deleting an archive

To delete a database archive, select the Delete menu situated in the top right part of the work area. Doing so will

delete an archive file permanently from the database.

Note: If you selected the ‘Delete the data after backup’ option while creating an archive, (as mentioned in section

Creating an archive) then deleting such an archive will result in permanent loss of such call data from the database

(and also the ability to restore such call data).

Note: Deleting an archive will also delete all the archived files. If these calls are not already restored in the

application, then deleting an archive is analogous to deleting the calls permanently without the capability to

restore them back again!


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Configuring the IP Recorder

In the VoIP Configuration panel, select the Recorder Configuration item from the list of options. You will now be

presented with a series of configuration fields as mentioned below:

Recorder Name

Enter name by which to save this Recorder configuration.

Recorder MAC Address

Enter the MAC Address of the NIC card on which this Recorder is installed.

Note: unless the MAC address provided is accurate, no calls will be recorded. Also, this information is critical for

the Licensing Server to determine the license information from the PBX.

Recorder IP Address

Enter the IP Address of the server on which you have installed the Recording Engine component. If you have

installed this component on the same machine as the Application Server, then enter the local machine’s IP address

in this field.

PBX IP Address

Enter the IP address of the PBX in this text area.

Site Name

Select this site for which this recorder is being configured from the available options in the drop-down menu.

Trunk Lines

This configuration is not required for recording calls over the Ipitomy PBX.

Minimum call duration record policy

Enter a minimum call duration in the ‘Do not record calls less than’ field in seconds. All calls below this threshold

will not be recorded and shown in the application user interface.

Record internal calls

You can check/un-check this field to enable or disable the recording of internal (extension to extension based)

calls.

After making the necessary changes in this screen, you can click on the Save button to commit the changes to the

database. On the other hand, you may disregard such changes and skip this configuration by clicking on the Cancel

button.


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Note:

You will not be able to record any IP calls unless the settings made in the Recorder Configuration section are

correct.

In a production environment, making any changes to the recorder configuration will require you to manually restart

the IP Recording Engine on the server for the new changes to take effect. Doing so, will terminate all on-going call

recordings and any unsaved recordings in the process will be lost.


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Creating Recording Rules to record IP calls

In the Administration panel, select the VoIP Configuration item from the list of options, under this option, select

the Recording Rules menu. The Recording Rules allow you to selectively record calls based on a set of specifiable

conditions. Using this option, you can create, view or edit a list of existing recording rules in the work area. On this

screen, you may perform one of the following actions:

Create a new IP Recording Rule

To create a new rule, click on the Add a new recording rule menu situated in the top right part of the work area.

When done, you will be presented with the rule configurator.

Using the rule configurator you can create a rule based on extensions and enforce a schedule for the rule.

Rule name Enter a name by which this rule will be identified.

Members Select the list of participant extensions that will be part of this rule. To select a list of extensions, you can select the

extensions from the non-member list and move them into the members group by using the arrow buttons

provided in this area.

Non-members The non-members list usually will display all the configured extensions in your network. If you are unable to see

any extensions under the non-member list, refer to the section Configuring Extension information for help on

setting up extensions.

Caller ID Enter a called ID pattern in this area if you would like to associate a recording rule to be triggered only for specific

caller IDs.

Examples of valid caller ID patterns are:

503* – records all calls beginning with 503

10? – records all calls from extension 100 through 109


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Dialed numbers Enter a dialed number pattern in this area if you would like to associate a recording rule to be triggered only for

specific dialed numbers.

Examples of valid dialed number patterns are:

503* – records all calls beginning with 503

10? – records all calls from extension 100 through 109

Schedule Selecting the Always option will enforce this recording rule always with no regard to date, day of the week or time.

If you prefer more granular scheduling, select the Schedule option and select a time based, date based or weekday

based policy for this rule. Using this option, you may select the necessary level of control on the enforcement of

this rule.

Enable Recording Rules are saved in the disabled state by default. If you would like to enable this rule upon creation,

select the enable option. To apply this Rule after saving it, you must restart the Recording Engine service using the

Service Manager utility.

Disable Sometimes, you may want to record calls from disparate sets of extensions at different times although your license

only permits recording a smaller subset. To facilitate this, you may swap the rules from the enabled state to the

disabled state and vice-versa.

For instance, if you have a 4 On-demand port license and would like to record extensions 100 though 103, or 104

through 107 at any point of time, here is how you can achieve this.

Create a new Recording Rule for extension 100 through 103 in the enabled state and save it. Then create a new

Recording Rule for extensions 104 through 107 in the disabled state and save it. After doing this, restart the

Recording Engine to start recording calls on extensions 100 through 103.

To start recording calls on extensions 104 through 107, edit the above rule and save it in the disabled state. Now

edit the 104-107 recording rule and save it in the enabled state and restart the Recording Engine to apply the

changes. You should now be able to see calls from extensions 104 through 107 show in the application.


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Edit an existing Recording Rule

To edit a rule, select the rule from the grid in the work area and click on the Edit a recording rule menu situated in

the top right part of the work area. When done, you will be presented with the rule configurator.

You may perform the steps outlined in section Setting Recording Rules to edit a rule and save these settings.

Delete an existing Recording Rule

To delete a rule, select the rule from the grid in the work area and click on the Remove a selected rule menu

situated in the top right part of the work area.

Note:

By default, unless you set a recording rule, all calls in your network will be recorded.

In a production environment, making any changes to the recording rules will require you to manually restart the IP

Recording Engine on the server for the new changes to take effect. Doing so, will terminate all on-going call

recordings and any unsaved recordings in the process will be lost.


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Using the WorkArea The WorkArea is the grid located in the middle of the workspace. Using the WorkArea, you can view and

manipulate the call recording for Search Filters, Hot Lists and perform various operations on such data. Examples

include the adding calls to specifiable Hot Lists and creating new searches. The WorkArea also has a host of menu

options to export the call recording information to various formats such as Microsoft© Excel©, Portable Document

Formats and a lot more.

The SonicView™ WorkArea

Menu functions

The WorkArea has a host of menus to help you export call record information to different formats and to

collaborate on such data via E-Mail. This section will give you a brief run down on the different menus and their

functionality.

Export to Microsoft Excel

You can export all the call data in the WorkArea to a Microsoft© Excel© spreadsheet by clicking on the Export to

Excel button situated at the top right section of the WorkArea. Clicking on this menu will prompt you to either

open or save the spreadsheet on your local drive.

Export to PDF

You can export all the call data in the WorkArea to a PDF document by clicking on the Export to PDF button

situated at the top right section of the WorkArea. Clicking on this menu will open a new window with the PDF

document (using which, you can choose to either view the document or save it to your hard disk)

Export to E-mail

Using this menu, you can export up to 25 call records (without the call data attached) at a time via E-mail to other

users within or outside your organization.


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If you would like to attach the call data as part of the E-mail, then only 4 call records can be mailed at a time (due

to the verbose amount of data that is attached with every call recording)

The receiver of the E-mail can quickly browse through relevant information in his\her E-mail and even listen to the

audio files if required via a publicly exposed URI to the SonicView™.

Print

As the name suggests, using this menu, you can print all the call recording information in the WorkArea. The

correct working of this feature is contingent on the availability of a properly configured printer attached to your

machine (either locally or over a network)

For help related to installing and setting up a printer, please view your operating system manual or the Printer

setup guide that is distributed along with the printer.

Refresh

The refresh button is usually used to update the information in the WorkArea with more recent data from the

server. In a high call volume environment, given the number of calls made, this feature will ensure that the data in

your WorkArea is always up to date and relevant.

Live Monitor

The live monitor button is usually used to automatically update the information in the WorkArea with more recent

data from the server. In a high call volume environment, given the number of calls made, this feature will ensure

that the data in your WorkArea is always up to date and relevant. This feature can be either turned on or off by

clicking on this menu and toggling the state.

Delete

The delete button is available only in the Administrator account and can be used to delete unnecessary call

recording information from the WorkArea. To delete a call (or multiple calls) you may select the call(s) from the

WorkArea and click on the delete menu.

Column Hide

The column hide feature lets you hide columns that are not relevant to maximize your WorkArea. At any given

time, you may either choose to display or hide any of the columns (except the Flag column) in the WorkArea grid.


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Call Data Editor

The data editor screen lets you attach\edit custom data to each call recording for tagging and quick indexing. To

access the data editor, you should click on the flag icon against the call recording in the WorkArea grid.

Clicking on this icon will bring up the data editor to the bottom of the WorkArea using which you can assign flags to

the call data and edit\add Notes to the recording file to be able to easily search the file in the future.

Tagging calls with Custom Notes

To tag calls with predefined notes, click on the ‘Custom Notes’ icon as shown in the image. From the pop-up, you

may select the saved notes fields to replace the notes with your choice of pre-defined custom notes.

Saving changes to call data

After making changes to the data for the call record using the data editor, you can click on the save icon situated to

the top right corner of the editor screen to persist such changes to the database.


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Audio Player

The SonicView™ WorkArea also provides you an audio player from which you can listen to call recordings using the

integrated dashboard.

To activate the audio player and start listening to the recorded call, just double click on the desired call record row

in the grid area. The SonicView™ audio player provides you will all the necessary transport controls for ease of use.

The use of these controls and other functionality of the audio player are discussed in the section below.

The SonicView™ Audio player

Player taskbar

The heart of the SonicView™ audio player is the player taskbar – strip of transport controls to help you play, pause,

stop, rewind and fast-forward the audio recordings of the calls in the main grid.

Play When you double click on a call record in the main grid, the audio file starts playing by default. However, if you

explicitly want replay the record, then clicking on the play button will start playing the record and show you the

progress of the play head in the progress slider bar.

Pause At any time while a record is being played, you can pause the play by clicking on the pause button.

Stop At any time while a record is being played, you can stop playing the record by clicking on the stop button.

Rewind\Fast-Forward At any time while a record is being played, you can move the play head either backward or forward by using the

rewind or forward buttons respectively. These buttons however, will be active only when you are playing a record

and will not be available for use when the record is not being played.

Volume Slider At any time while a record is being played, you can increase or decrease the volume of the audio playback channel

using the volume slider situated to the right side of the audio player screen.


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Statistics Panel

The SonicView™ statistics panel consist of a series of charts that serve as snapshot indicators for the overall status

of the call answering and recording and patterns in your enterprise setup. These charts can also serve as a

yardstick by which to measure key performance indicators (KPIs) of calling and answering scenarios for analytical

reporting purposes.

The default setting of the statistics panel is to display the following 4 charts:

Agent-Duration (Histogram)

The Agent-Duration histogram plots the average call handling duration of the different call takers (agents) in your

organization. This chart can give you an indication of whether the agents are able to meet the expected call

handling time baseline.

Agent-Volume (Pie chart)

The Agent-Volume pie chart plots the total numbers of call handled per agent based on any time duration of your

choice. For instance, to view the volume of calls handled by agent A over the last quarter, you can easily create an

advanced search criteria for this agent and view the results of the calls in the main grid as well as the charts at the

same time.

Extension-Duration (Area chart)

The Extension-Duration area chart plots the average call handling duration of the different extensions in your

organization. This chart can be used to give you fair idea of device utilization. When used in conjunction with the

Agent-Duration chart, you could use the data in these charts to predict and analyze Agent-Extension usage

patterns for operational purposes.


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Extension-Volume (Line chart)

The Extension-Volume line chart plots the total numbers of call handled per extension based on any time duration

of your choice. For instance, to view the volume of calls handled by extension XXX over the last year, you can easily

create an advanced search criteria for this extension and view the results of the calls in the main grid as well as the

charts at the same time.

Customizing the charts

The SonicView™ Statistics panel can be extended to show you detailed views of the charts to be able to understand

the underlying data patterns. To view the full scale charting capabilities of the SonicView™, you can expand the

viewing area of the charts by clicking on the ◄ icon at the top left corner of this panel. At any time, you may

collapse this panel back to its original size by clicking back on the ◄ icon.

You may also increase the viewing area of any one of the charts in the Statistics panel by clicking on the chart. This

will cause the chart panel to expand and display the clicked chart in full view. You can perform multiple operations

on this view as explained in detail below.

The chart view When a graph is opened in the full screen, the default view is the chart view. You will see the chart view icon

situated at the bottom left side of the screen.

However, you may also change the view to display the chart series data. In this case, you can also restore the chart

view by simply clicking on the chart view icon.

The series view You can view the series data of a chart by clicking on the series data icon situated at the bottom left side of the

screen. Viewing the chart series can give you an idea of the data patterns for different health indicators (based on

your organizational requirements)

While at the series view, you may also choose to export the chart data to Microsoft Excel spreadsheets for

reporting and analysis. To do this, refer the Exporting chart data to Excel section below.

Exporting chart data to Excel You can export the chart series data to Microsoft Excel spreadsheets by clicking on the Export to Excel icon situated

to the bottom right side of the screen. Using this feature, you can quickly export all the series data to spreadsheets

for searching, indexing and analyzing the data.

Note: the Export to Excel icon will be available only in the series view for any chart.

Exporting chart data to Excel You can export the chart series data or the chart image to Portable Document Format (PDF) by clicking on the

Export to PDF icon situated to the bottom right side of the screen. Using this feature, you can quickly export all the

series data or chart images to PDF documents.


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Print At any time while the charting screen is open, you can print the chart series data, charts by clicking on the Print

icon situated to the bottom right side of the screen.

View all charts When any graph is opened in the full screen mode, the default view shows only the selected chart. However, if you

would like to view all the graphs shown on the statistics panel instead, you could click on the View all Charts icon

located to the top right side of the workArea. Clicking on this icon will display all the charts in smaller panels in the

expanded statistics view.

You may go back to viewing any one chart in full view in the following ways:

1. Click on the individual chart from the statistics panel or

2. Drag the icons (resize handles) located at the sides of the individual charts to adjust the chart to the

desired height and width

Refresh Chart To refresh the chart to reflect newer data, you may click on the Refresh icon situated at the top right side of the

WorkArea. Clicking on the Refresh icon will refresh the search criterion for the particular chart view and also

update the main grid with newer results while displaying such newer results in the graph view.

Chart Preferences

At any time while the charting screen is open, you can customize each of the charts using the preferences icon

situated to the bottom right side of the screen. Using this menu, you can transformation the charting screen into a

powerful data visualization tool based on your individual or organizational need.

The various options on the Preference screen are listed below with detailed explanations for their use.

Chart Series

You can change the chart series for any chart by clicking on the Preferences menu for that chart and changing the

chart series option. This drop down menu provides you a range of different indicators based on the most common

scenarios.

Changing the series for a particular chart will immediately reflect in the chart and will continue to display that way

unless you explicitly change the setting again or logout – whichever event happens first.

Chart Title You can change the chart title for any chart by clicking on the Preferences menu for that chart and entering a new

title in the chart title text area.

Graphs You can change the chart graph for any chart by clicking on the Preferences menu for that chart and selecting a

graph type from the list of options provided to you by clicking on the desired button.

Changing the graph type for a particular chart will immediately reflect in the chart and will continue to display that

way unless you explicitly change the setting again or logout – whichever event happens first.


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Display Axes You can hide or show the chart axis (the X or Y axis) for any chart by clicking on the Preferences menu for that chart

and selecting\un-selecting the Show X-axis or Show Y-axis checkbox.

Changing the axis display for a particular chart will immediately reflect in the chart and will continue to display that

way unless you explicitly change the setting again or logout – whichever event happens first.


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Miscellaneous

Database Management

The SonicView™ uses a database engine to persist all the recorded call information. It is therefore important to

understand how to manage the database to achieve maximum performance from the database server and also to

ensure that your database uses a minimal footprint based on your organizational needs.

The SonicView™ application does not provide a console from which to manage the database. However, it does

provide the option to archive and restore calls which essentially helps reduce the disk-space being used by the

database at any given point of time. This should however, not be confused with the database back-up\restore

capability.

The following section briefly outlines the steps to backup and restore a database depending on the type of

database server used. Note, however, that this section merely serves as a starting point for a lay user to be able to

do this. The information here is not intended for advanced database back-up\restore strategies nor does it attempt

to cover this topic exhaustively. For a comprehensive understanding of the database back-up\restore functionality,

please refer your database product manual or website.

Backing up a Microsoft© SQL Server database

The following section briefly outlines the steps to backup and restore a Microsoft© SQL Server database using the

SQL Server Management Studio software that comes bundled with a Microsoft© SQL Server installation CD. For a

thorough understanding of SQL Server Management Studio, please refer the product documentation guide or SQL

Server Books Online on the MSDN website.

Launch the SQL Server management Studio from Start � Programs � Microsoft SQL Server 2005 � SQL Server

Management Studio


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From the Management Studio console, expand the Databases node and select the SonicView™ database. The name

for this database will be the name that you entered during the installation of the product.

Right click on the selected database for the options and select the Tasks� Back up option as shown in the image

below.

In the following screen, select the General menu and enter a back up name in the Name option as highlighted in

the image below. Then select the backup path (the folder where this backup file should be saved) using the buttons

against the Destination option.


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Next, select the Options menu based on whether you want to append the data being backed up to an existing

backup file or not, select the ‘Append to the existing backup set’ or ‘Overwrite all existing backup sets’

If you prefer to check for the reliability of the backed up data set, select the options provided under the Reliability

menu on this screen as shown in the image below.

Once done with the settings, select the OK button to create the backup.

Restoring a Microsoft© SQL Server database

The following section briefly outlines the steps to restore a Microsoft© SQL Server database using the SQL Server

Management Studio software that comes bundled with a Microsoft© SQL Server installation CD. For a thorough

understanding of SQL Server Management Studio, please refer the product documentation guide or SQL Server

Books Online on the MSDN website.

From the Management Studio console, expand the Databases node and select the SonicView™ database. The name

for this database will be the name that you entered during the installation of the product.

Right click on the selected database for the options and select the Tasks� Restore � Database option as shown in

the image below.


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In the following screen, select the General menu and select the database name to restore the data to from the ‘To

database’ drop down menu. Then, select the backup sets to restore the data from by selecting the correct backup

file by checking the check-box against the back-up sets displayed under the ‘Select the backup sets to restore’

menu. Once done, click on the OK button to restore the database.


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Backup\Restore a PostgreSQL Server database

As with everything that contains valuable data, PostgreSQL databases should be backed up regularly. While the

procedure is essentially simple, it is important to have a basic understanding of the underlying techniques and

assumptions.

Note:

All the commands mentioned in this section should be executed from the PostgreSQL bin directory (usually located

at %PROGRAMFILES%\PostgreSQL\8.3\bin) from the command prompt.

SQL Dump

The idea behind the SQL-dump method is to generate a text file with SQL commands that, when fed back to the

server, will recreate the database in the same state as it was at the time of the dump. PostgreSQL provides the

utility program pg_dump for this purpose. The basic usage of this command is:

pg_dump dbname > outfile

As you see, pg_dump writes its results to the standard output. We will see below how this can be useful.

pg_dump is a regular PostgreSQL client application (albeit a particularly clever one). This means that you can do

this backup procedure from any remote host that has access to the database. But remember that pg_dump does

not operate with special permissions. In particular, it must have read access to all tables that you want to back up,

so in practice you almost always have to run it as a database superuser.

To specify which database server pg_dump should contact, use the command line options -h host and -p port. The

default host is the local host or whatever your PGHOST environment variable specifies. Similarly, the default port is

indicated by the PGPORT environment variable or, failing that, by the compiled-in default. (Conveniently, the

server will normally have the same compiled-in default.)

As any other PostgreSQL client application, pg_dump will by default connect with the database user name that is

equal to the current operating system user name. To override this, either specify the -U option or set the

environment variable PGUSER. Remember that pg_dump connections are subject to the normal client

authentication mechanisms (which are described in Chapter 20).

Dumps created by pg_dump are internally consistent, that is, updates to the database while pg_dump is running

will not be in the dump. pg_dump does not block other operations on the database while it is working. (Exceptions

are those operations that need to operate with an exclusive lock, such as VACUUM FULL.)

Important: When your database schema relies on OIDs (for instance as foreign keys) you must instruct pg_dump to

dump the OIDs as well. To do this, use the -o command line option.

Restoring the dump

The text files created by pg_dump are intended to be read in by the psql program. The general command form to

restore a dump is

psql dbname < infile

where infile is what you used as outfile for the pg_dump command. The database dbname will not be created by

this command, you must create it yourself from template0 before executing psql (e.g., with createdb -T template0

dbname). psql supports options similar to pg_dump for controlling the database server location and the user

name. See the psql reference page at the PostgreSQL Server website:

http://www.postgresql.org/docs/8.1/static/app-psql.html for more information.

Not only must the target database already exist before starting to run the restore, but so must all the users who

own objects in the dumped database or were granted permissions on the objects. If they do not, then the restore


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will fail to recreate the objects with the original ownership and/or permissions. (Sometimes this is what you want,

but usually it is not.)

Once restored, it is wise to run ANALYZE on each database so the optimizer has useful statistics. An easy way to do

this is to run vacuumdb -a -z to VACUUM ANALYZE all databases; this is equivalent to running VACUUM ANALYZE

manually.

The ability of pg_dump and psql to write to or read from pipes makes it possible to dump a database directly from

one server to another; for example:

pg_dump -h host1 dbname | psql -h host2 dbname

Important: The dumps produced by pg_dump are relative to template0. This means that any languages,

procedures, etc. added to template1 will also be dumped by pg_dump. As a result, when restoring, if you are using

a customized template1, you must create the empty database from template0, as in the example above.

For advice on how to load large amounts of data into PostgreSQL efficiently, refer to Section 13.4 of the

PostgreSQL Server documentation guide at http://www.postgresql.org/docs/8.1/static/populate.html.

Using pg_dumpall

The above mechanism is cumbersome and inappropriate when backing up an entire database cluster. For this

reason the pg_dumpall program is provided. pg_dumpall backs up each database in a given cluster, and also

preserves cluster-wide data such as users and groups. The basic usage of this command is:

pg_dumpall > outfile

The resulting dump can be restored with psql:

psql -f infile postgres

(Actually, you can specify any existing database name to start from, but if you are reloading in an empty cluster

then postgres should generally be used.) It is always necessary to have database superuser access when restoring a

pg_dumpall dump, as that is required to restore the user and group information.

Handling large databases

Since PostgreSQL allows tables larger than the maximum file size on your system, it can be problematic to dump

such a table to a file, since the resulting file will likely be larger than the maximum size allowed by your system.

Since pg_dump can write to the standard output, you can just use standard Unix tools to work around this possible

problem.

Use compressed dumps. You can use your favorite compression program, for example gzip.

pg_dump dbname | gzip > filename.gz

Reload with

createdb dbname

gunzip -c filename.gz | psql dbname

or

cat filename.gz | gunzip | psql dbname


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Use split. The split command allows you to split the output into pieces that are acceptable in size to the underlying

file system. For example, to make chunks of 1 megabyte:

pg_dump dbname | split -b 1m - filename

Reload with

createdb dbname

cat filename* | psql dbname

Use the custom dump format. If PostgreSQL was built on a system with the zlib compression library installed, the

custom dump format will compress data as it writes it to the output file. This will produce dump file sizes similar to

using gzip, but it has the added advantage that tables can be restored selectively. The following command dumps a

database using the custom dump format:

pg_dump -Fc dbname > filename

A custom-format dump is not a script for psql, but instead must be restored with pg_restore. See the pg_dump and

pg_restore reference pages for details here:

pg_dump reference page: http://www.postgresql.org/docs/8.1/static/app-pgdump.html

pg_restore reference page: http://www.postgresql.org/docs/8.1/static/app-pgrestore.html


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Glossary

A

Application Server: An application server is a software engine that delivers applications to client computers or

devices, typically through the Internet and using the Hyper Text Transfer Protocol. Application servers are

distinguished from web servers by the extensive use of server-side dynamic content and frequent integration with

database engines.

D

Digital Trunk: When dealing with a PBX, digital trunk lines are the phone lines coming into the PBX from the

telephone provider. This differentiates these incoming lines from extension lines that connect the PBX to (usually)

individual phone sets.

Database Server: A database server is a computer program that provides database services to other computer

programs or computers, as defined by the client-server model. The term may also refer to a computer dedicated to

running such a program.

G

Gateway: A network node equipped for interfacing with another network that uses different protocols. A gateway

may contain devices such as protocol translators, impedance matching devices, rate converters, fault isolators, or

signal translators as necessary to provide system interoperability. It also requires the establishment of mutually

acceptable administrative procedures between both networks.

I

IIS: Microsoft Internet Information Services (IIS, formerly called Internet Information Server) is a set of Internet-

based services for servers using Microsoft Windows.

IP Phones: An IP phone uses Voice over IP technologies allowing telephone calls to be made over the Internet

instead of the ordinary PSTN system. The phones use protocols such as Session Initiation Protocol.

M

Managed Switch: A switch is a computer-networking device that connects network segments. Managed switches

provide control capabilities that can increase LAN security and performance, and let you segment traffic. For

example, you could allow only certain employees access to your finance applications. You could also give certain

applications more bandwidth, or ensure that video and voice communications take priority over other types of

traffic.

Mirroring: Port mirroring is used on a network switch to send a copy of all network packets seen on one switch

port (or an entire VLAN) to a network monitoring connection on another switch port.

P

PBX: A Private Branch eXchange (PBX) is a telephone exchange that serves a particular business or office, as

opposed to one that a common carrier or telephone company operates for many businesses or for the general

public.


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PSTN: The public switched telephone network (PSTN) is the network of the world's public circuit-switched

telephone networks, in much the same way that the Internet is the network of the world's public IP-based packet-

switched networks.

Port: A software port (usually just called a 'port') is a virtual data connection that can be used by programs to

exchange data directly, instead of going through a file or other temporary storage location.

R

Recording Server: the computer that hosts the Recording Engine component of the SonicView™ program. The

main task of this component is to sniff network packets and record VoIP calls based on the configurations made

using the SonicView™ GUI

S

SIP: The Session Initiation Protocol (SIP) is a signaling protocol, widely used for setting up and tearing down

multimedia communication sessions such as voice and video calls over the Internet.

SIP Server: A SIP server is the main component of an IP PBX, dealing with the setup of all SIP calls in the network. A

SIP server is also referred to as a SIP Proxy or a Registrar.

U

URI: A Uniform Resource Identifier (URI) is a compact string of characters used to identify or name a resource. The

main purpose of this identification is to enable interaction with representations of the resource over a network,

typically the World Wide Web, using specific protocols. URI’s are defined in schemes defining a specific syntax and

associated protocols.

W

WAN: Wide Area Network (WAN) is a computer network that covers a broad area (i.e., any network whose

communications links cross metropolitan, regional, or national boundaries). Less formally, a WAN could also be a

network that uses routers and public communications links.

Web server: A computer program that is responsible for accepting HTTP requests from clients, which are known as

web browsers, and serving them HTTP responses along with optional data contents, which usually are web pages

such as HTML documents and linked objects (images, etc.).

Windows™ Service: On Microsoft™ Windows™ operating systems, a Windows service is a long-running executable

that performs specific functions and which is designed not to require user intervention. Services can be configured

to start when the operating system is booted and run in the background as long as Windows™ is running, or they

can be started manually when required. They are similar in concept to a Unix daemon.

Sonic View Call Recording System User Guide

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