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ZOOM Certified Engineer Course

Recertification - RR46

Media Lifecycle Management

Module: RR46-IM Installation & Data Management

Unit: RR46-IM3 Media Lifecycle Management

ZOOM Certified Engineer Course | RR46 - Recertification

RR46-IM3 - Media Lifecycle Management

© 2010 ZOOM International. All rights reserved. IM2

Key Learning Points

To understand the relationship between the tools for media lifecycle

management

To configure CallREC tools

To utilize tools to meet business requirements

The activities here do not reflect a media lifecycle management policy. They are

designed to ensure that the configuration of each tool is performed correctly to

achieve the desired results.

Your tasks

1. Enable Tools

2. Archive

3. Archive & Delete

4. Restore via GUI

5. Restore from File

6. Media Selection Criteria

7. File Encryption

8. Access Encrypted Recordings

9. Submit Validation

10. Proceed to RR46-AM: Additional Modules

Learning Outcomes

On completion of this part you will be able to:

Understand the relationship between the CallREC tools

Successfully combine tools to provide a logical solution

Confidently configure and manage the media lifecycle management process




Several customers have contacted The Money People (TMP) claiming that they

have been promised a refund of bank charges. This service is not offered by

TMP, unless authorized by a manager. To maintain goodwill, TMP has had to

refund over $100,000 in bank charges. A policy has been introduced to have

immediate access only to calls from the current month; all others should be

archived so that any future claims can be refuted with evidence. Specifics have

been highlighted within the relevant tools.

Business Scenario

Solution Overview

Configure CallREC media Lifecycle Management tools to the client‟s requirements

Ensure storage is sufficient to meet storage and retrieval requirements




Activity 1 - Enable Tools

Tools are run automatically if you set this up during the CallREC installation process. To ensure

they are activated:

1. Open the following file and edit if necessary:

/etc/callrec/callrec.conf




Tools - General Rules

Daemon

General: If you select “run as daemon” you cannot manually run tasks. To invoke the daemon,

you must restart the tool you wish to activate.

File Names

Only the first 6 characters of the prefix will form the file name.

Task Names

It is not possible to change a task name once it has been created.

When files are deleted, a temporary directory is created as the first step of creating the .zip file.

Troubleshooting

tools.xml will show all call actions within Media Lifecycle Management.




Activity 2 – Global Configuration

Settings at this level apply to all other tools:

1. Select Settings / (Configuration) / Maintenance / Global Configuration

2. Ensure there is a valid email address

3. Save the configuration




Archive all calls made from a phone which are older than the previous month. Do

not include non-decoded streams. Archiving should be set up as a service and

administrators notified in case of success / failure.

Activity 3 - Archive

I Archive Configuration

You may have multiple archive tasks. You will need to enable the backup tool and configure the

general settings for all tasks:

1. Select Settings / (Configuration) / Maintenance / Archive

2. Enable the tool

3. Set a daemon sleep period

4. Ensure there is a valid email address and set a subject for the email

5. Optionally send success / failure emails





II Create Archive Task

1. Select Settings / (Configuration) / Maintenance / Archive

2. Enter a task name

3. Select New

4. Enable the task

5. Select an interval period (refer to the MLM data examples)

6. Enter a name for the file

7. Set the archive maximum size

8. If you want to archive .pcap files, select this box, the default is to archive MP3 files

9. Select which media type you wish to exclude

10. Test selection validity & Save the configuration

Manual Tool Start:

1. Ensure tools are active in /etc/callrec/callrec.conf

2. In the Linux console, enter the command: /opt/callrec/bin/archive start

View Results

(a) Linux

In /home/admin you can see a file called archive* with a .zip extension, an associated file

size and date.

In /opt/callrec/data/calls - select the associated date for the calls you have just archived.

Open the file. You will see the MP3 files and associated details.

(b) GUI

In the Recorded Calls view, you can see all affected calls with the archived icon.




Other Information

1. The location of archived files are based on the location (default or configured) in GUI.




Backup calls for the previous week. Files must not exceed 650MB. Screen data is

not required for legal or other purposes and can be discarded. Backups should

be set up as a service and administrators notified in case of success / failure.

Activity 4 - Backup

I Backup Configuration

You may have multiple backup tasks. You will need to enable the backup tool and configure the

general settings for all tasks:

1. Select Settings / (Configuration) / Maintenance / Backup

2. Enable the tool

3. Ensure there is a valid email address and set a subject for the email

4. Optionally send success / failure emails


The backup will be contained in the default directory unless another is entered.

Do not select run as daemon until you have tested that the tool works.




II Create Backup Task

1. Select Settings / (Configuration) / Maintenance / Backup

2. Enter a task name

3. Select New

4. Enable the task

5. Select / Enter a custom interval period

6. Set the archive maximum size

7. If you want to archive .pcap files, select this box, the default is to archive MP3 files

8. Select which media type you wish to exclude

9. Test selection validity & Save the configuration

Manual Tool Start:


2. In the linux console, enter the command: /opt/callrec/bin/backup start

View Results

(a) Linux

In /home/admin you can see a file called backup* with a .zip extension, an associated file

size and date containing the html, xml and media files.

(b) GUI

There is nothing reflected in GUI: backing up files does not affect the database.




Activity 5 - Archive & Delete

(Back up calls before you delete them)

Selecting the deletion of archived calls produces the following results:

(a) Linux

In /home/admin you can see a file called archive* with a .zip extension, an associated file size

and date

In /opt/callrec/data/calls - select the associated date for the calls you have just archived. Open

the file. You will see it is empty. You have just deleted the files from the system.

(b) GUI

In the Recorded Calls view, you can see all selected calls with the archived icon. An

additional icon informs you that the call has been deleted.




Configure the restore tool so that files that have been deleted from primary

storage can be restored by users via the GUI. The restoration time should be no

longer than 72 hours.

Activity 6 - Restore: UI Requests

I Restore based on UI requests

1. Select Settings / Configuration / Maintenance / Global Configuration

2. Enable the tool

3. Ensure there is a valid email address

4. Select Settings / Configuration / Maintenance / Restore

a. Check the Enabled box

b. Need to talk about database pools

5. Set the Daemon sleep period

6. The restore location should be the target location of the Archived files

7. Select restore based on GUI

8. Enter the archive filename and mask




II Configure Requests

1. Enter a subject and a valid email address

2. Calls will be restored to the default restore directory unless another has been created


Manual Tool Start:


2. In the Linux console, enter the command: /opt/callrec/bin/restore start

View Results

(a) Linux

In /opt/callrec/data/calls select the associated date for the calls you have just archived. Open

the file. You will see the MP3 files and associated details.

(b) GUI

Once the archive and deleted call(s) has been selected for restore:

1. The icon changes from informing you that the call is available for restore to the speaker

icon which allows you to listen to the call

2. Another icon appears informing you that the call has been restored

3. The restored calls appear in the restored calls tab

Set Expiration Time

(1) Select Settings / (Configuration) / Web UI / Web Interface

(2) Scroll to Media Restore

(3) Enter an expiration time for the media




Activity 7 - File Encryption

I Create encryption key

1. Go to /home/calls

2. Press Shift ,F4 to create a new file

The maximum file size is: _____ bytes

3. Enter your encryption key

4. Press F2 to save the file

5. Enter a file name

(Write it down for future reference)

6. Exit the file (F10)

II Check that callrec user can access the file

The file must have read access for the callrec user

1. Enter the command ls –l

(If necessary, refer to the anatomy of a file listing in CR04.02)

Before you apply the encryption key, note the following:




III Encrypt MP3 Files

End of Activity




Activity 7a - Access encrypted recordings

1. Select Settings / WebUI

2. Select Add New filter factory

3. Select Blowfish Input

4. Select New

5. Enter the correct path and filename containing the encryption key





Submit Validation

Submit ONE email to [email protected] with the subject: “RR46-IM3_MLM_Verification”

containing the following files:

EMAIL 1: Contains Validation 3

(1) File Content: A screenshot of the restored data

File Name: name_surname_ validation3

[10 marks]

End of Module

mailto:[email protected]

About ZOOM International

ZOOM International provides interaction recording and quality management solutions for Contact Center & Unified Communications environments focused on Cisco and Genesys platforms. ZOOM„s QM Suite helps you to improve your contact center quality and performance by offering multichannel interaction recording, screen capture, agent evaluation, live monitoring, speech analytics and workforce management integration.

ZOOM International has a diverse client base around the world including financial institutions, healthcare organizations, telecommunication providers and emergency services.

Europe ZOOM International Havlíčkovo nám. 2, 130 00 Prague 3 Czech Republic Phone: +420 222 554 111 Email: [email protected]

ZOOM offices worldwide

North America ZOOM International 761 Old Hickory Blvd, Suite 201 Brentwood, TN 37027 USA Phone: +1 615-732-6147 Email: [email protected]

Russia and CIS ZOOM International 17B Butlerova street 117146, Moscow, Russia Phone: +7 495 967 9079 Email: [email protected]

Middle East BPM FZ LLC, Dubai Media City Building 8, Office 55, P.O. Box 214371 Dubai, United Arab Emirates Phone: +971 (43) 671-125 Email: [email protected]





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