Final and Working Automated Call Center Recording With Oreka / OrkAudio
So it’s finally finished and I know I usually avoid doing an instructables style thing, but I figure I might just outline how I managed it and overcame the whole issue with it only recording one side of the conversation or just the ring stream etc.
- Dual Core CPU 2.2mhz or better.
- 2 x Gigabit NIC
- 1x Local hard drive 100Gbytes (this is to host the server and should be local to the phones being recorded due to bandwidth required)
- 1x Storage Drive (1Gigabyte per day if recording 20 Service Desk phones). This can be off site as the data is compressed before storing.
OS/Platform: Windows or CentOS (We’re using windows for supportability)
Web Server: Tomcat Apache 7.0
SQL Server: MySQL Server 5.6 (best installed with Tomcat for compatibility)
- Oreka: Open Source Voice Recording System (http://oreka.sourceforge.net)
- Java 7 update 5 minimum (usually installs with Tomcat)
- Windows Media Player (required to play the audio)
- Internet Explorer (required to use the page as it uses ActiveX)
All phones need to be IP phones. You will also need to configure the VLAN those phones are connected to, so admin to the switch in question is required.
2.1 Network Configuration
- Ensure all phones are IP Phones.
- Ensure all phones are on the same VLAN.
- Mirror the phone VLAN (AKA Spanning) to one of the NICs of the Oreka Server.
2.2 Server Configuration
- Ensure Windows (Windows 7 Enterprise for us is fine) is installed on the Oreka Server
- Ensure Tomcat 7.6 is installed on the Oreka Server (defaults are fine).
- Ensure Java 7 update 5 is installed on the Oreka Server.
- Ensure MySQL Server 5.6 is installed on the Oreka Server (defaults are fine).
- Run the Oreka Installer from the Oreka website and confirm succesful installation (no errors).
- Open the Website http://localhost:8080 to confirm the web service is up and the website is being served.
- Open Services.msc and stop the Apache Tomcat service so you can edit the config.
- Configure the second NIC to connect to the News network so you can remote to the server etc.
2.3 PABX Configuration
- Login to the PABX for the phones you are recording. There is only 1 setting you need to change for each phone. Basically ensure the station is set with the following:
Service Link Mode: Permanent
NOTE: This is the magic setting. If you don’t do this, you’ll frequently record only 1 side of the conversation.
2.4 Finalising Configuration
From here you can follow the config instructions from Oreka, but basically set the <Devices> tag in the config.xml.
For our config I’ve only turned on the bare minimum. This is the <Device> tag set to the NIC card the VLAN is being mirrored to, the <AvayaDetect> and <RTCPDetect> tags, and set the <TapeDurationMinimumSec> to 10 seconds to dodge a hiccup causing it to record ringtone streams.
Finally restart the Apache service and confirm recordings by receiving an incoming call from the VDN by making a call, logging into the Ork web page and confirming the call appears in the search.
If this doesn’t work, you’re going to need to bust out WireShark and sniff for packets to confirm streams are coming through.
NOTE: Don’t forget to use Internet Explorer to view the site or it won’t work (ActiveX).