How do I know my USBClient is recording?

[Belinda Frick]

Overview:

• You need to understand how your USBClient is trigger to start
  and stop a recording. There are 2 methods.
  
  
  • VOX
    
    Triggerred to start by:
    
    • VAD (1.6) or
    • Audio (up to 1.5) and terminated by call details from the PABX.
    
    Note: If USBClient not configured correct, it will not trigger to record. If the call details is not received from the PABX the the recording will not terminate correct.
    
    To configure VAD, use the TEACH function, please see forum link:
    How do I teach USBClient 1.6 / ONYX2?
    
    
  • CTI
    The PABX sends TAPI message when a conversation starts and stops.
    
    
    Example of log entries:
    
    [2008-06-18 10:59:30] Version [1.5.13.0]DEBUG: TAPI|START|5583|10384|
    This is the log entry that AMETHYST received from AMTTAPILink the START message for extension 5583.
    
    [2008-06-18 10:59:30] Version [1.5.13.0]DEBUG: TAPI start sent to :192.16840.12 Extension = 5583
    This is the log entry that AMETHYST sent a START message for the USBClient of extension 5583 on IP 192.168.40.12.
    
    The TAPI messages is sent from the AMETHYST server via UDP to port 27002 on the USBClient PC. If this is received in real-time USBClient will work as it should.
    Note: If the PABX does not send the TAPI message or the message is not received via the network on the USBClient PC, then no recording(if no start message) and/or termination (if no stop message)will take place.
    
    Datatex developed a service that will check if the TAPI service is
    running and then start it if not, see Installing Datatex Tapi Antifreeze
    
    
    Note: If you USBClient 1.6 is in CTI mode and does not receive any STOP/START message for 24 hours it will default back to VOX mode. The USBClient 1.5 will stay in CTI mode.

Levels to check if USBClient is recording:

USBClient software on the agent PC

How do you check if the software is running?

On the bottom right-hand side of the screen next to the time display, you will see the purple headset icon:

amt-USBClient-icon.jpg
NOTE: the purple headset is outlined in pink.

If the icon is not present then the service is not running and recordings cannot take place.

See forum post - USBClient 1.6 stops recording

AMETHYST Supervisor

On the 'View Agents' screen you can check the status of the agent
(DOWN / STANDBY / NO TAP). This screen will also display if USBClient
is in VOX or CTI mode (far right of screen).

On the 'View User' screen it will also display the start date/time of the last recording made/received by the agent. Use this to see if you agent is being recorded. If not, you can go to the agent PC and check if when the agent is on a call, the USBClient icon (bottom right-hand side) has a red dot in the centre of the icon. If so it is recording.

AMETHYST has the option to configure critical e-mails, if the supervisor
is on the mail list, they will get the notifications to check if
the agent is being recorded, etc.

Example:

--------------------- CRITICAL ERRORS START HERE ---------------------
2010-10-05 17:06:15 From: 192.168.1.43: Error NOTAP on computer USER1(192.168.0.11) Date/time: 20101005 16:56:38 version USB 1.6.1.2

---------------------- CRITICAL ERRORS END HERE ----------------------

Critical e-mails is configure in AMETHYST webadmin on the Home page under
the 'Configure Mail/SMS' option.

Note: If you use CTI, then the TAPI start and stop messages is sent via one source. If VOX is used, then we can check if call details was received and if a recordings was made for it and if a recording was made if it had call details to send a critical e-mail accordingly.

AMETHYST administrator

AMETHYST also has the option to configure admin e-mails. These are messages
like No Tap or software down from the USBClient PC.

Example:

Amethyst client software down. User: EXT222 Address:[10.131.25.201]

Admin e-mails is configure in AMETHYST webadmin on the Home page under
the 'Configure Mail/SMS' option.

You can also view the agent status from the Configure Agents screen on the
AMETHYST webadmin Home page. There is also a 'properties' options from where
you can access the current days USBClient log.

Check in AMETHYST webadmin under Configure Supervisor that the Supervisor
has access to the USER name associated to the extension of the USBClient.

Technical level

On the USBClient PC you can check the USBClient log file for entries to see if recording, for example:
[2006-09-27 15:44:32] FTP Recording - 94_6C9C3A4290C907.zlb

You can the search for the reference number in AMETHYST Supervisor, in this example 94_6C9C3A4290C907 (use the 'search any' option with REC button).

If not in Supervisor it was not sent via ftp to AMETHYST, check on the USBClient PC for the zlb file:

USBClient 1.5.10.3 and 1.6:


Code: Select all

C:\Documents and Settings\All Users\Datatex\USBClient\{Username}



Earlier versions of USBClient:


Code: Select all

C:\Program Files\Datatex\USBClient\Complete\



If the zlb files in this folder, then it did not ftp to AMETHYST. It could be a firewall/proxy/access issue (ftp needs port TCP 21), etc. To do a manual ftp, please see:

How do I do a manual ftp from the USBClient PC?

If could also be that USBClient is set to a scheduled ftp. Note that this is not an individual setting. See forum link:

USBClient and scheduled ftp

If listed in the USBClient log and not on the USBClient PC, then it could be that it was sent to AMETHYST but rejected due to licensing. In AMETHYST webadmin check if the extension is on the List of Recorded Devices. If not, please add and re-process calls.

You can also search the sweeper and reject log for the reference number.

AMETHYST Webadmin Home page -> View Logs, select date required and click on the sweeper/reject log link. If rejected it will list a reason, for example NOT ACTIVE - which means the extension was not licensed to load recordings at the time the recording was made.